Customer Success Executive

August 14

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Artera

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Artera is a SaaS digital health leader redefining patient communications$1. .$1

Healthcare Software • Healthcare IT • Patient Communications • EHR • EMR

201 - 500

Description

• Acts as a post-sale customer point of contact, using industry business processes, strategic thinking, product knowledge, and technical expertise to increase product adoption and utilization • Assists in customer renewals and focuses on improved customer retention • Develops strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads • Fosters high-level relationships with customers to assure strong relationships are intact at the value realization and buyer level • Works with the customer on a mutually agreed upon Customer Success Plan to drive increased value for Artera’s products and services • Handles escalations and coordinates across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support • Strategic partner to customers to drive metric driven results where applicable • Able to understand complex customer challenges and find ways to use our products to help customers resolve issues • Highly consultative with customers and provides tools and processes to improve the overall Customer Success organization

Requirements

• BA/BS required • 6-10+ years in customer success, professional services, or operations positions within the healthcare industry or SaaS based companies; or a combination of 4-8 years related experience and an advanced degree • Experience being a strategic and consultative partner to customers • A deep understanding of patient workflows and hospital operations • Finely honed relationship building skills, ranging from C-suite to IT and clinical end users • Deep understanding of Salesforce CRM and disciplined record keeping concerning customer engagement • Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction • Comfortable with managing ambiguity, even when things are not defined or the way forward is not certain • Ability to analyze customer usage data and develop recommendations based on data driven insights • Effective at prioritizing customer needs and elevating issues that will have the most impact on customer satisfaction, retention, and growth • Available to travel around 20-30%