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Client Success Manager


HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Today, our 700+ team members across the globe are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.
 
As a Client Success Manager at HHAeXchange, you will be responsible for retaining customers, making our clients stronger, and seeking out opportunities for growth. You will have the opportunity to leverage strong relationship management, consultative selling, and strategic thinking to deliver incremental HHAeXchange contract value, while also addressing gaps in implementation, support, training, and client needs.
 
The Client Success Manager will work with clients post-sale to consult on leveraging our SaaS solution to satisfy the client’s priorities and initiatives while identifying and selling on expansion opportunity. The CSM will monitor key metrics to evaluate the client’s health and help troubleshoot and escalate issues as needed.
 
This position is available to candidates residing in US Eastern or Central time zones.
 
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties
  • Build relationships with Enterprise clients to identify upsell opportunities, effectively hitting monthly goals 
  • Maintain pipeline hygiene and track all activity in Salesforce, allowing for accurate forecasting to hit your sales targets 
  • Responsible for the ongoing health of client relationships
  • Lead discovery and tailored product demonstrations to show the value of additional HHAeXchange solutions 
  • Build expertise in HHAeXchange’ s Partner Connect ecosystem to drive referrals to vendor partners 
  • Create and maintain relationships with partner vendors to understand the value proposition of their various solutions that offer clients a seamless technological experience with HHAeXchange 
  • Uncover the true business needs, pain points, and challenges that our clients are facing 
  • Understand your client’s organizational landscape, identifying key stakeholders and build strong relationships with client operating partners 
  • Partner cross-functionally with product, marketing and finance to ensure the continued success of your clients 
  • Provide insightful feedback from prospect conversations to product, sales, and marketing leadership 
  • Provide insightful and actionable feedback from your client interactions to the executive leadership team
  • Assist with challenging client requests or issue escalations as needed 
  • Work with clients to ensure benefits realization and proactively promotes new solutions 
  • Ensure client retention through delivery of exceptional service and support 
  • Track and measure ongoing client activities to optimize performance 
Other Job Duties
  • Other duties as assigned by supervisor or HHA exchange leader
Travel Requirements
  • Travel 10-25%, including overnight travel
Required Education, Experience, Certifications and Skills
  • At least 2 years of proven experience retaining and upselling clients within SaaS platforms 
  • Excellent written and verbal communication skills 
  • Superb presentation and product demonstration skills 
  • Experience with a partner ecosystem a plus 
  • Humility and empathy for the challenges our clients face on a daily basis in the homecare industry 
  • Bonus: Experience working with clients in the healthcare or homecare industry 
The base salary for this US-based, full-time, and exempt position is $80,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
 
This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
 
HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.



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