Customer Relations Success Manager (Remote)

At Concordance Healthcare Solutions, we believe that each team member makes a difference in driving our purpose of positively impacting lives forward. Concordance is committed to our guiding principles of financial stewardship, accountability, forward thinking, aligned relationships and an inclusive culture. This is done through maintaining an unwavering amount of respect and commitment with our employees and customers, being authentic to who we are and operating with the highest levels of integrity. Through our dedicated staff of over 1,200 employees, working in strategically-located distribution centers across the country, we offer dynamic supply chain solutions to the entire healthcare continuum.

Concordance Healthcare Solutions has a new and exciting opportunity for a Customer Relations Success Manager in any Concordance location or remote. We are looking for a motivated and resourceful individual that would be responsible for spearheading a successful product implementation and onboarding process for new clients, ensuring a seamless transition onto the Surgence technology platform. The Customer Relations Success Manager is empowered to deliver exceptional support and strategic guidance to our clients. Your focus will be on driving adoption, retention, and ultimately, maximizing the value our technology applications bring to our clients' businesses. The Customer Relations Success Manager navigates complex discussions while building strong relationships throughout the clients’ organizations to create win/win outcomes for all parties. You will play a pivotal role in building lasting partnerships and driving customer satisfaction.

Essential Functions:

Customer Relations Success Manager will build deep relationships with customer senior leadership, partners, and extended account team members to support them in achieving their goals. The Customer Relations Success Manager defines, develops, and executes effective customer adoption and success strategies. The Customer Relations Success Manager can discuss and advise on core functionality and features beyond the fundamentals of applications, and the art of what is possible. The Customer Relations Success Manager helps customers realize business results by serving as the post-sale conduit for our customers.  This includes coordinating case studies on successful application deployment and efficiency realization. Effective account service executives increase a customer’s lifetime value by maximizing the impact of the applications, which will improve the customer retention rate (CRR) and reduce the customer churn.

• Own service relationships with assigned clients, which includes implementation, increasing adoption, and ensuring retention and satisfaction.
• Partner with the business development team to create a seamless handoff and drive customer lifecycle and renewal.
• Work closely with the sales, training, and product development teams to share customer insights that inform additional product and service sales opportunities.
• Bring forward best practice training topics and potentially create customer-specific training documents and support resources.
• Partner with Marketing to create Surgence case studies based on customer efficiency and savings gains after application implementation.
• Evaluate opportunities to increase customer satisfaction and retention.
• Service the client with a white-glove approach at the point of sale (onboarding, implementing) and with other identified goals.
• Establish a trusted advisor relationship with each assigned client and drive continued value of products.
• Prepare and promote customers for advocacy of our products.
• Collect feedback, and initiate pilots or other business-identified goals with assigned clients.
• Work with clients to establish implementation plans, onboarding, and other organizational goals.
• Monitor the health of assigned customers throughout their cycle and intervene at recognized milestones or touchpoints.
• Advocate customer needs/issues cross-departmentally.
• Contribute to the development and design of tools, processes, and best practices to support the pre-sale onboarding and implementation stages.
• Coordinate and complete business review cadences including analysis of report data and provide findings and recommendations.
• Attend customer meetings (virtually or at customer location) and trade shows as deemed necessary.
• The position may involve travel/customer visits and “inside” support. Travel required up to 25%.
• Other duties as assigned.

What You will Need to be Successful: 

• Bachelor’s degree in Business, or related field; or equivalent combination of education and experience.
• Experience Required: At least 3 years of healthcare selling experience.
• Understanding of SaaS products and services.
• Understanding of the healthcare industry.
• Passionate about customer success and improving outcomes with technology.
• Excellent interpersonal skills; good communication skills both written and verbal.
• Strong analytical background.
• Proven track record of managing multiple concurrent projects with varying complexity levels.
• Great problem-solving skills and taking a consultative approach to finding the best solution.
• Strong conflict resolution skills.
• In-depth knowledge of sales CRM and marketing software.
• Ability to remain calm and professional in stressful situations.
• Empathy and patience.
• Advanced organizational skills.
• Must be a self-starter, and eager to learn.
• Demonstrated excellent presentation, verbal and written skills; and ability to speak in front of large groups.
• Demonstrated strong negotiation and closing skills.
• Successfully pass a pre-employment (post offer) background check and drug screening. 

Work Location:

• This role can be located in any Concordance location or fully remote.