Customer Success Manager, Pennsylvania​/New Jersey

Customer Success Manager, Pennsylvania/New Jersey at Payer.

About the role Payer is seeking a dedicated Customer Success Manager to join our growing team. This role is open to candidates residing in Pennsylvania or New Jersey. The selected individual will play a crucial role in managing client relationships, ensuring the effective implementation of our services, and providing continuous support to boost client satisfaction and loyalty.

Location:

Pennsylvania/New Jersey Engagement:
Full-time Team:
Customer Success

• Cultivate and maintain strong relationships with assigned clients, serving as their primary contact for day-to-day operational inquiries and resolving any product-related issues that may arise.
• Strive to achieve high levels of client satisfaction by delivering outstanding service and support, with a focus on client retention and growth opportunities.
• Tackle complex client inquiries and elevate issues when necessary, working closely with internal teams to address any system-related challenges.
• Assess clients' business needs and obstacles, gaining an in-depth understanding of their organizational environment.
• Provide timely solutions that align with client objectives, ensuring satisfaction benchmarks are met.
• Collaborate with product teams to relay valuable insights gathered from client interactions, contributing to overall client success.
• Maintain consistent communication with clients, documenting their status and health through weekly reports and quarterly reviews.
• Travel to client sites, industry events, and conferences to represent Payer and engage with key stakeholders.
• Conduct customized product demonstrations to highlight additional solutions available through Payer.
• Stay updated on industry trends and advancements, enhancing your knowledge of Payer's offerings.
• Establish trusted advisor relationships with key accounts, providing on-site support as required.
• Partner with the sales team to identify and explore new market opportunities.
• Address any service delivery gaps or client needs during the implementation phase.
• Monitor key performance indicators to drive improvements in customer satisfaction, focusing on support metrics and response times.

• A "Bachelor's" degree is essential for this position.
• A minimum of 3 years of experience in client service is required.
• Familiarity with the healthcare or homecare industry is preferred, along with experience in SaaS platforms or operational software.
• Experience with in a partner ecosystem is a plus.
• Excellent verbal, written, and interpersonal communication skills are crucial.
• Proven ability to manage client relationships and creatively address problems to meet client needs.
• Self-driven and collaborative, capable of working independently in a dynamic environment.
• Strong attention to detail with a history of completing tasks accurately and punctually.
• Exceptional organizational and project management skills, with the ability to prioritize multiple high-stakes tasks.
• Capability to handle high-pressure situations and effectively manage conflict resolution.
• Proficiency in Salesforce and the Microsoft Office Suite is required.
• Strong negotiation skills and the ability to present effectively to diverse audiences.
• Analytical and problem-solving skills are vital for success in this role.
• A solid understanding of the healthcare sector, particularly home-based care, is preferred.
• A commitment to customer satisfaction and a strong drive to achieve results are essential traits.

• Experience with customer success software tools is a plus.
• Knowledge of data analytics and reporting tools to measure client success metrics.
• Familiarity with project management methodologies and tools.

• Salesforce CRM
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Customer success management platforms
• Data analysis tools

The salary for this full-time position ranges from $95,000 to $105,000, exclusive of variable compensation. The final salary will be influenced by factors such as experience, education, and geographical location.

This role is eligible for benefits, including:

• competitive health plans
• paid time off
• company holidays
• 401K retirement plan with a company match

Payer is committed to being an equal-opportunity employer and encourages applications from individuals of diverse backgrounds.