Customer Success Manager (Remote)
Vancouver, British Columbia, Canada
4d ago

MacroHealth is looking for a passionate customer success professional to join our team and help continue to fuel our growth and value in the healthcare market.

Our business is based on the outcomes we can deliver to our customers and therefore our success is based on the effective relationships we build and maintain with them.

About MacroHealth

The U.S. healthcare sector is complex and dynamic - a vast and diverse network of entities that impacts the population and economy like no other.

At $3.5 Trillion, healthcare spending represents nearly 18% of U.S. GDP. It is also incredibly complex and inefficient. Health service buying, selling, and settlements have seen little change in the past decade despite clear changes in available information, technology, regulation, and market consolidation.

Enter MacroHealth. MacroHealth is a mission-driven company. We are building the most advanced and trusted platform for health service payers and providers.

The company’s vision is to create Intelligent Health Markets with innovative technology, deep knowledge and valuable relationships that enable payers and providers to optimize the buying and selling of health services.

We are expanding our team of passionate thought leaders as we pursue our goal of disrupting the U.S. health sector. We are committed to developing leading-edge solutions in a collaborative environment focused on long-term customer success.

We are also building a great company to work for, providing our team members an environment in which they can contribute from day one while also providing ongoing opportunities for learning and growth.

More about the Role

Customer Success Account Managers focus on achieving their customer's objectives while driving product adoption, increasing retention, and mitigating customer churn.

Effectiveness in this role centers on the responsibility to :

  • Serve as the primary point of contact and own the client experience with recurring interactions with stakeholders across a portfolio of our customer organizations
  • Monitor the customer satisfaction and risk factors of each account
  • Use customer data to provide insights and influence behavior
  • Create meaningful relationships within customer organizations
  • Act as the escalation point for customer support, feature enhancements, product releases and new service offerings
  • As MacroHealth grows, expand the interaction beyond payer customers and interact with provider networks and other partners on our platform
  • Collaborate internally with teams including sales, implementation, network development, product management, analytics, legal and operations
  • More about you

    To be effective in the role, we expect that you have :

    Demonstrated exceptional communication, organization, and prioritization skills

    Become an expert in proactively transitioning new customers, driving process change, articulating business value, and delighting enterprise clients

    Driven expansion of customer accounts with new product features and / or services

    Managed difficult client relationships and improved the overall perception of value delivered

    The ability to facilitate customer conversations at all levels

    Demonstrated success at turning around client relationships and reframing value as your product evolves.

    Proven ability to use data to analyze health of accounts, identify risks and propose solutions

    A track record of strong internal collaboration across teams.

    A BA / BS with at least ten (10) years of relevant experience.

    What you can expect

    The success and engagement of our team members is the top priority for MacroHealth as a company. We provide a compelling package with competitive compensation and benefits as well as attractive incentive structures.

    Our collaborative work environment means each team member can rely on the skills, expertise, and support of one another across the company.

    We are open to new perspectives for improving our operations and fueling future growth and are committed to attracting and developing a diverse and engaged team.

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