Medallion
About Medallion:Â
Job Title: Senior Customer Success Manager
Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over two years, we’ve launched our platform, built an all-star team, powered hundreds of great companies, and served thousands of healthcare providers across the industry. To date, Medallion has saved over 250,000 administrative hours for our customers!
Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.
About the Role:
We’re looking for an experienced Senior Customer Success Manager who will be responsible for managing and growing some of Medallion’s most important customers. .As a Senior Customer Success Manager, you will help deliver long term success for customers through building and fostering deep relationships with key stakeholders, understanding their business priorities, identifying growth opportunities, and acting as the voice of the customer internally to ensure their needs are met.
In this role you will work cross-functionally with our Operations, Sales, Customer Support, Product, and Engineering teams to not only manage relationships, set expectations, and support day-to-day but to ensure customers achieve a significant return on and drive business success with their Medallion investment.
We’re looking for someone who is resourceful and thrives in a challenging, fast-paced environment. Your role will have a direct impact on top-priority, company-wide goals and will provide accelerated learning
This role reports to the Director of Customer Success and base compensation for this role may land between $95,000 – $120,000. In addition to base salary, Medallion offers equity, bonus, and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.
Responsibilities:
- Own the overall relationship with your book of business; work with your customer on all stages of the customer journey from onboarding, driving adoption, growth, and retention
- Partner with the customer to align on their business objectives and goals in order to build measurable success plans
- Focus on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
- Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Lead large, complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale
- Develop new and innovative ways to share relevant data and insights that’s impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews
- Work closely with the Sales and Operations to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
- Drive greater customer engagement across accounts by applying data insights, product and industry expertise
- Collaborate with internal teams to solve complex customer problems and drive impact
- Consistently achieve logo retention, net-retention, renewal, and expansion targets
- Act as the voice of the customer, and advocate internally for customer needs and develop strong feedback loops within Medallion
- Drive process improvements that will improve our abilities to better serve both our customers and internal stakeholders as we scale
Skills and Requirements:
- 4+ years of customer success or relevant account management experience at a SaaS startup
- Healthcare consulting or a customer success role with a health-tech company is a plus
- Proven experience leading and managing high touch customer relationships while achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
- Able to identify solutions, improve effectiveness of current strategies, and manage change
- Previous experience creating growth plans and strategic business reviews for your clients
- GTM and team oriented mindset
- Experience using CRM software (ideally Salesforce), and G Suite Applications (Docs, Sheets, Slides)
- Experience successfully working with and building relationships with senior executives and key stakeholders, both internally and externally
- Strong operational skills that drive organizational efficiencies and customer satisfaction
- Ability to influence and build credibility and trust across the organization and with customers
- Problem solving, project management, interpersonal and organizational skills
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To apply for this job please visit boards.greenhouse.io.
