Customer Success Executive

Job Description

Reporting to the Director of Customer Success, the Customer Success Executive is a post sale consultative partner that will focus on developing and managing strategic Zipnosis customer relationships, primarily in the Health System space. Proven experience managing executive level relationships, preferably with Health Systems, is critical. The highly consultative role requires strong communication skills, confidence in confident articulating vision and value proposition, and passion towards solving customers’ unique business problems. Experience in demonstrating product value and competitive differentiators, and taking new products to market are essential in order to work alongside customers in their virtual care platform deployment. Success will be measured by key metrics: production adoption and utilization, meeting the customer’s virtual care strategy goals, customer satisfaction, contract expansion and renewals.

Responsibilities

• Lead, drive and own relationship with a portfolio of strategic customers
• Thoroughly understand and support each customer’s virtual care strategy and technology roadmap as they integrate the Zipnosis platform
• Consistently establish a position as a customer advocate and champion of the customer’s virtual care strategy; understand and translate clients’ business objectives with Zipnosis internal teams
• Actively partner with Professional Services team in creation of project implementation scope and objectives, involving all relevant stakeholders
• Partner with internal and external customer teams to manage a strategic and tactical plan to achieve the customers’ virtual care strategy and roadmap
• Drive strategies with customer leads on a regular basis to measure and understand the success of existing products/services; utilize gathered data to recommend improvements or changes as needed to maximize customer experience.
• Serve as the point of escalation for customer issues; ensure all concerns are addressed quickly, thoroughly and successfully
• Represent both internally and externally the values and brand of Zipnosis in all interactions
• Plan, manage and successfully lead presentations and face to face meetings with key customer stakeholders including C-suite audiences
• Constantly seek and exhibit a deep understanding of Zipnosis key success factors, ROI and product differentiators
• Work cohesively with Customer Success Management, Sales, Support, Product and Engineering to address requests for statements of work and other product deliverables in a timely, accurate and professional manner
• Work across teams on Request for Proposals and participate in new sales opportunities
• Successfully manage and negotiate customer contract

Qualifications

• Bachelor’s degree
• Minimum of 8 – 10 years of key client consultative experience in account management, customer implementation or project management
• Minimum of 5 years relationship management with healthcare IT and/or hospital or health systems
• Strong reputation for exceptional negotiation and selling capabilities in tandem with a team mentality, with a track record of sharing knowledge and desire to strengthen skills within the organization
• Demonstration of a strong technical aptitude: evidence of curiosity around new technologies and eagerness to learn
• Proven ability to analyze data, diagnose client needs, make accurate conclusions and provide recommendations
• Clear ability to think strategically and execute methodically through an entire project and client lifecycle
• A reputation for pride in personal accountability; willingness to roll up sleeves and do whatever is necessary to produce the best results for customers; general manager/owner mentality
• Demonstrated ability to develop authentic relationships and conduct substantive content discussions with key decision-makers
• Strong evidence of the ability to expand strategic vision with executive-level decision-makers
• Exceptional problem-solving skills with the ability to work in a rapidly-changing environment and comfort working through ambiguous situations
• Ability to travel up to 25%

Preferred:

• MBA, Master’s Degree or other, relevant experience