Customer Success (Operations) Manager

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

We are seeking a Customer Success (Operations) Manager to join our growing team. This position will require residing in or around Columbus, Ohio to support a Columbus client with frequent travel.

This role will serve as the point person for designated HHAeXchange clients. The Customer Success (Operations) Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution, and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact.

The Customer Success (Operations) Manager will focus on retaining and growing customer relationships. They will be responsible for day to day execution, including coordination, delivery, tracking, incident response, and ensuring commitments are met. They will own SLAs, coordinate teams, drive resolutions, and track their work.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market.
• Ensure client retention through delivery of exceptional service and support.
• Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution.
• Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals.
• Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership.
• Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews.
• Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives.
• Lead tailored product demonstrations to show the value of additional HHAeXchange solutions.
• Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings.
• Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required.
• Collaborate with the sales team to identify and grow opportunities within the market.
• Address gaps in implementation, services, support and or/client needs.
• Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• Bachelor’s degree required
• 3+ years of client service experience required
• Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
• Experience with a partner ecosystem preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong client relationship management skills with the ability to creatively solve problems to meet client needs
• Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
• Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
• Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
• Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
• Proficiency in Salesforce and MS Office Suite
• Negotiation skills at all management levels with a high measure of authority in critical situations.
• Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
• Strong problem-solving and analytical skills
• Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
• Passion for customer satisfaction with a great desire to succeed