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Client Success Manager

Company: TigerConnect
Location: Santa Monica
Posted on: April 6, 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.

        Why We're Different:

        • 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)
        • An opportunity to work closely with a proven executive team, board, and serial entrepreneurs ()
        • 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.

          TigerConnect Applicant and Employee Privacy Notice

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

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