Customer Advisor - PA + Mid-Atlantic Region

About the role

We are looking for a dedicated Customer Success Manager to join our dynamic team at Hhaexchange. This position is essential for fostering strong relationships with our clients in Pennsylvania and New Jersey, guiding them through the implementation of our SaaS solutions and ensuring they derive maximum value from our offerings. The ideal candidate will be responsible for monitoring client success metrics, addressing any challenges that arise, and promoting additional products and services as needed. This role is in enhancing customer satisfaction and retention.

Key facts

What you'll do

• Oversee a substantial portfolio of clients, leveraging data analytics to prioritize tasks that will yield the highest impact on customer satisfaction and business outcomes.
• Cultivate and maintain strong relationships with key stakeholders within client organizations to understand their operational objectives and identify potential risks.
• Strategically prioritize outreach initiatives based on account health, renewal timelines, customer engagement levels, and opportunities for growth.
• Actively monitor account health and customer interactions to detect risks early, document root causes, and formulate mitigation strategies while maintaining accurate retention forecasts.
• Take ownership of customer retention efforts for accounts at risk, coordinating with stakeholders to develop recovery plans and track progress until resolution.
• Ensure readiness for account renewals by validating decision-makers, addressing renewal obstacles, and engaging in value-driven discussions with clients.
• Prepare succinct summaries and recommendations for leadership when additional support or visibility is needed regarding client accounts.
• Identify growth opportunities within customer accounts by analyzing usage trends and understanding their business needs, facilitating structured handoffs to the Sales team.
• Promote effective collaboration across various departments by providing comprehensive customer insights during escalations and handoffs.
• Work closely with internal teams such as Sales, Implementation, Product, and Support to ensure successful outcomes for customers.
• Gather and relay customer feedback, product requests, and market insights to relevant internal teams to foster continuous improvement.
• customer data and analytics to monitor trends and proactively address client needs, ensuring accurate documentation of all interactions and account statuses in Gainsight and Salesforce.
• Develop a solid understanding of customer workflows and platform functionalities to effectively address challenges and communicate product capabilities.

Requirements

• At least 3 years of experience in a customer-facing role, adept at resolving complex issues and managing client relationships.
• Proven experience managing a high-volume customer portfolio with competing priorities.
• Familiarity with SaaS or technology platforms and a solid understanding of customer engagement post-implementation.
• Demonstrated ability to retain customers through consultative conversations and value-driven solutions.
• Excellent verbal and written communication skills for engaging with both operational and executive stakeholders.
• Strong empathy, patience, and resilience when dealing with stressed customers.
• Ability to manage multiple priorities with attention to detail and follow-through.
• Comfortable translating technical features into actionable business outcomes for non-technical stakeholders.
• Self-motivated with the capability to work independently in a fast-paced environment.

Nice to have

• Experience in healthcare or homecare operations is a plus.
• Sales experience related to renewals, upsells, or negotiations is beneficial.
• Familiarity with customer success tools and health score programs is advantageous.
• Proficiency in utilizing productivity tools, including AI-enabled technologies, to enhance efficiency and customer engagement.

Skills & tools

Candidates are not expected to have mastered every tool upon starting. However, familiarity with Gainsight, Salesforce, and other relevant customer relationship management tools will be advantageous.

Practical notes

This position requires occasional travel, estimated at up to 10%, which may include overnight stays. The base salary for this full-time role ranges from $95,000 to $105,000, excluding variable compensation. The final salary will be determined based on various factors, including experience, education, and location. Hhaexchange offers a comprehensive benefits package, including competitive health plans, paid time off, company holidays, a 401K retirement plan with company matching, and other employee programs.

Hhaexchange is committed to fostering an inclusive workplace and is proud to be an equal-opportunity employer. We welcome applications from individuals regardless of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, or any other status protected by local or federal law.