Senior Customer Success Manager- Austin
findhelp
Austin Texas
Salary: Neg Per Hour
What You'll Do
- Proactively engage clients to drive product adoption and optimal product experiences
- Develop & maintain
relationships with key customer champions including Executive Sponsor,
Project Manager and Technical Lead, to name a few
- Manage client and project
communications- be a leader driving the project plan and sharing best
practices of how your customers can mobilize findhelp’s functionality
- Track customer usage metrics
and respond to any customer deployment or product issues
- Create and deliver Executive
Business Reviews on a quarterly cadence
- Take ownership of technical
issues, responding in a timely manner, and working with cross-functional
teams to document problem resolution steps
- Manage escalations and
expectations for both the client and internal personnel
- Take ownership of the entire
onboarding process for each client
- Facilitate a smooth hand-over
from sales to service
- Create and manage the scope
and timeline of rollout, alongside customer expectations
- Train customer’s staff and
relevant partners on how to use findhelp’s suite of tools
- Create and share materials to
support internal and external marketing
- Advocate for the customer,
champion their success, drive renewals and expansions
- Drive usage throughout
customer organizations including growing usage across teams, departments
as well as the adoption of product features to achieve the customer’s
goals
- Collaborating with the
Customer Success team to build a thriving department and foster the
overall success of findhelp and the people we serve
- Advocating for the ongoing
needs and goals of the customer internally - gathering feedback from
customers and understanding both how to meet them where they are and also
how to help get them where they want to go
Who You Are
- Possess a strong desire to use your job and mind to make the world a better place for people in need
- BS/BA degree or equivalent
- 5+ years experience in account
management, customer success, project management, with a significant
experience managing large enterprise accounts for healthcare or health plan
organizations
- Experience with technology and
able to learn new technologies quickly; direct experience with SaaS
application support requirements
- Customer-focused,
enthusiastic, positive, and service-oriented
- Experience with social
determinants of health and healthcare Interest in organizational
innovation, social enterprise, community organizations, and governmental
groups
- Ability to prioritize,
multi-task, and perform effectively under pressure
- Skilled at problem-solving,
decision making, negotiations, and ability to navigate challenging
situations in a professional manner
- Superior communications skills
(presentation, written, and verbal) and demonstrated ability to
communicate/present effectively at all levels of the organization
including the C-suite
- Ability to travel to some customer locations
Perks at findhelp
- 401k & stock options
- Free food and onsite gym at our
Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid
holidays
- Health, dental, and vision
insurance
- Pet-friendly office with
attached dog park at our Austin HQ
- 24/7 access to telemedicine and
counseling
- Book Purchasing Program
Here are some of the ways we support our staff
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
Job Overview
Posted Date: 05 Dec 2023
Location: Austin Texas
Salary: Neg Per Hour
Company Information
Find food assistance, help paying bills, and other free or reduced cost programs, including new programs for the COVID-19 pandemic.
Name: findhelp
Web: https://www.findhelp.org/