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Client Success Manager

Company: TigerConnect
Location: Santa Monica
Posted on: April 1, 2021

Job Description:

LOCATION: Santa Monica, CA or Remote
TITLE: Client Success Manager
REPORTS TO: VP, Client Success At TigerConnect, we're on a mission to transform and improve communication and workflow in hospitals and the healthcare industry overall. This is without a doubt a tall task, but one that we believe is possible with the right group of dedicated, thoughtful trailblazers. Today some of the largest organizations rely on TigerConnect to send millions of messages every day, and to sleep well at night knowing their messages are safe. We're a fun, hungry, innovative group of people who are passionate about transforming the way individuals and organizations communicate. TigerConnect is currently seeking a Client Success Manager (CSM) to work within our Client Organization to manage the relationship, renewals, product adoption and growth for specific clients. With an entrepreneurial spirit, you will effectively network with the C-Level, VP's, and other select Clinical and IT leadership in order to achieve successful execution of renewals and the identification of up-sell opportunities. The CSM must be an active listener and strategic thinker in order to identify the client's goals and objectives for Clinical Communication. The CSM will use this insight to identify value-based Use Cases which will increase user adoption, drive up-sells, support successful client renewals and, ultimately, contribute to overall revenue goals. The CSM will be able to recognize opportunities where TigerConnect products and services can provide additional value to our clients and are ultimately responsible for overall customer satisfaction. This is a wonderful opportunity to become part of the growing TigerConnect team, with the potential to help define the vision for how we grow. TigerConnect is currently seeking a Client Success Manager (CSM) to work within our Client Organization to manage the relationships, renewals, product adoption and growth for clients in the small-medium business sector. With an entrepreneurial spirit, you will effectively network with the C-Level, VP's, and other select Clinical and IT leadership in order to achieve successful execution of renewals and the identification of upsell opportunities. In this role, you must be an active listener and strategic thinker in order to identify the client's goals and objectives for Clinical Communication and Collaboration. You will use this insight to identify value-based Use Cases which will increase user adoption, drive upsells, support successful client renewals and, ultimately, contribute to overall revenue goals. A successful CSM will be able to recognize opportunities where TigerConnect products and services can provide additional value to our clients and are ultimately responsible for overall customer satisfaction. This is a wonderful opportunity to become part of the growing TigerConnect team, with the potential to help define the vision for how we grow. What You'll Own:

  • Establish and maintain strong partnerships as trusted advisor for 200+ clients--
  • Execute tailored outreach plans using both digital and personal approaches to gain access to the client leadership and top product users in both the IT and Clinical departments.
  • Partner with customers to understand their strategic business goals, timelines, priorities, and metrics of success.
  • Leverage emails, phone calls, LinkedIn, TigerText and other communication vehicles to effectively connect with the customer and better understand how they are using TigerConnect at a grassroots level.
  • Relay important findings such as Use Cases and overall usage trends to internal management, clinical team, sales team and marketing.
  • Partner with sales and implementation to ensure smooth transitions of service.
  • Identify and provide client data to assist sales on upsell opportunities.
  • Manage the renewal process for assigned clients
  • Coordinate sales demos for clients with identified opportunities.
  • Proactively identify high risk customers, escalate issues as necessary and make recommendations about how best to remedy any issues that arise.
  • Analyze and monitor customer usage data to draw insights regarding the client's internal workflows with the product.--
  • Communicate usage data to the client with the goal of improving user behavior, increasing user productivity, driving further adoption and recommending other TigerConnect products and services to assist the client in their Clinical Communication goals.
  • Conduct regular check ins with clients and send regular utilization reports to select customers as necessary.
  • Research healthcare and technology industry practices and apply them to TigerConnect's business goals
  • Gather and assess client satisfaction
  • Drive client referrals and references for products and services
  • Responsible for keeping Gainsight and Salesforce up-to-date What You've Accomplished:
    • At least 1 year of experience working in clinical environment, preferably in a sales, account management, marketing or project management capacity--
    • Proven track record working in a customer-facing environment leading to increased client engagement and satisfaction.
    • Experience with Salesforce or other related CRM technology
    • Previous experience in SaaS, mobility, cloud or healthcare industry sales environment, preferably within a high-growth company--
    • BS/BA in Communications, Marketing, Business Administration, Clinical or related field preferred What You Bring to the Table:
      • Excellent relationship skills
      • Ability to quickly adapt to shifting demands and different situations.
      • Effective communication skills across all levels of management and product users
      • Able to create clear communication using both digital and personal outreaches
      • Ability to analyze customer usage data and develop recommendations based upon those data insights.
      • Ability to successfully plan and prioritize work to meet personal and team objectives.
      • Prioritizes customer needs and elevates issues that will have the most impact on customer satisfaction, retention, and growth.
      • Strategic thinking and problem solving -able to focus on big picture goals and not get stuck in the day-to-day details
      • Ability to navigate ambiguity and operate effectively, even when things are not defined or the way forward is not certain -makes sound decisions, even in the absence of complete information-- Who We Are: TigerConnect is healthcare's most widely adopted communication platform - uniquely modernizing care collaboration among doctors, nurses, care teams, and patients. TigerConnect is the only solution that combines a consumer-like user experience for both clinical and patient communication with serious security, privacy, and clinical workflow requirements that today's healthcare organizations demand. TigerConnect accelerates productivity, reduces costs, and improves patient outcomes. Trusted by more than 7,000 healthcare organizations, TigerConnect maintains 99.99% verifiable uptime and processes more than 10 million messages each day. We are recognized as a top Cyber Security Company to Know , one of the 5 Sizzling Silicon Beach Startups to Watch by Entrepreneur, Best Places to Work in Healthcare 5 years in a row ( 2015 , 2016 , 2017 , 2018 , and 2019 ) and Built In LA's 2021 Best Places to Work , Best Midsize Companies to Work , Best Paying Companies and Best Perks & Benefits .--
        • We are the largest provider of clinical communication and collaboration solutions in the U.S.
        • We're making much-needed, major changes in the healthcare industry - allowing nurses and doctors to treat more patients, more quickly
        • Prime office space in the major tech ecosystems of California - Silicon Beach and Silicon Valley - each complete with a loaded fridge and tons of other perks (think rock climbing wall, food trucks, yoga, happy hours & more)
        • A fun environment that embraces a "work hard-play hard" culture
        • We have team members that love what they do and are willing to go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows
        • This is a full time opportunity with a competitive salary, medical benefits, and 401K matching plan TigerConnect is an Equal Opportunity Employer. *Recruiting firms that submit resumes to TigerConnect without first entering into a written contract with TigerConnect will not be entitled to any compensation on candidates referred by that firm. What is your citizenship / employment eligibility? --*
          Please select Please list the employee's name if you were referred to this position.
          U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at TigerConnect are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
          • Autism
          • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
          • Blind or low vision
          • Cancer
          • Cardiovascular or heart disease
          • Celiac disease
          • Cerebral palsy
          • Deaf or hard of hearing
          • Depression or anxiety
          • Diabetes
          • Epilepsy
          • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
          • Intellectual disability
          • Missing limbs or partially missing limbs
          • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
          • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: TigerConnect, Santa Monica , Client Success Manager, Executive , Santa Monica, California

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