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Customer Success Manager - HCIT (EHR/EMR)

eVisit

eVisit

Customer Service, Sales & Business Development
Mesa, AZ, USA
Posted on Oct 24, 2024

Company Background

  • eVisit, headquartered in Mesa, AZ, is a telemedicine software company seeking to revolutionize healthcare delivery by creating physician-first tools that fundamentally simplify healthcare. Our
  • HIPAA compliant telemedicine software was built for providers, by medical physicians, to optimize patient flow and boost practice revenue; while providing added convenience and high-quality care to patients, whether at work, home, or on the road.
  • eVisit is the fastest growing telemedicine software platform. The company is comprised of a unique team of talented individuals whose experiences are driven from backgrounds in healthcare and software development fields.

Customer Success Manager

  • As a member of the Customer Success Organization, the Customer Success Manager will be responsible for managing the customer’s lifecycle journey, positioning him/herself as a partner and trusted advisor to the customer.
  • The CSM is the primary point of contact to the customer and is responsible for helping a customer connect their vision to tangible outcomes.

About You:

  • You are passionate about technology and its potential to positively impact everyone’s access to higher quality, more convenient healthcare.
  • You thrive in a highly-collaborative environment and are motivated by working with other high-performers.
  • You find creative ways to engage with customers, build relationships, and influence the organizational process.
  • You’re dedicated to professional development and personal growth
  • You’ve built relationships that you can leverage to grow the account and the company together.

Job Responsibilities/Major Functions:

  • Define and optimize customer journey to facilitate customer ROI Attainment
  • Create and Manage a Success Plan for customers in your assigned segment
  • Define and oversee lifecycle processes/touch points
  • Identify opportunities for continuous improvement
  • Manage and lead the Customer Executive Business Review Process for customers assigned to your segment.
  • Drive value for customers
  • Engage with customers to drive software adoption.
  • Demonstrate and promote new products, enhancements, and updates.
  • Support assigned accounts to drive product adoption and ensure they leverage the solution to achieve full business value
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Provide targeted software training to Customers as needed
  • Actively manage customer health to keep customers engaged in the platform and adopting each new feature.
  • Be a trusted advisor to customers, driving product usage
  • Identify ways to increase client usage, identifying processes, best practice, and workflows within the organization to better leverage product solutions.
  • Drive alignment with Renewals & Upsell and Sales
  • Engage in the renewal process with clients within your segment; proactively driving the retention rate of our customers
  • Forecast retention, expansion, and new product offerings for assigned accounts by utilizing Key metrics
  • Own tracking and reporting for key business and growth metrics including churn by segment, upsell by segment, and overall renewal cohort customer health.
  • Prioritize resources using a data-driven approach focusing on at-risk scenarios and expansion opportunities
  • Provide quarterly account status reports and action plans for identified customers
  • Make data-informed decisions