New
3 weeks ago
Job Summary
The Enterprise Client Success Leader (ECSL) is responsible for orchestrating overall relationship with assigned Enterprise customers, which will include, but is not limited to, driving adoption, ensuring retention, and enable product subscription renewals and supporting all aspects of client management activities. This role is accountable for client satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The ECSL will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.
- Minimum Qualification:Degree
- Experience Level:Management level
- Experience Length:10 years
Job Description/Requirements
What you will do
- Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting client expectations, both through frequent onsite meetings and remote client management
- Work with clients to build customer success plans, establishing critical goals to aid the customer in achieving their objectives
- Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to the FinThrive account team and externally to customer sponsors and executives
- Meet and exceed quarterly and annual customer revenue targets
- Compliance with renewal process and meeting or exceeding annual renewal targets
- Identification of growth opportunities within assigned customers
- Secure and increase references
- Foster high response rate and positive KLAS and Net Promoter survey scores
- Establish regular cadence (monthly/quarterly) with each assigned client to review executive dashboards and program status
- Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services
- Work cross-functionally with the FinThrive customer experience team (support services, solutions services, onboarding) to find opportunities for new usage of company products
- Work to identify and/or develop upsell and cross-sell opportunities
- Advocate customer needs/issues cross-departmentally and program-manage customer concerns
- Assist and provide expert deployment and operational standard methodologies
- Assist in workshops to help demonstrate to customers the full value of FinThrive solutions
- Provide awareness with respect to the availability and applicability of new products and features
- Support the professional services team with scoping and selling follow-on and new service opportunities
- Support the education services team in identifying and recommending staff training opportunities
- Identify, in cooperation with the account team, the key success criteria for your customers deployment and drive customer happiness
- Act as the FinThrive liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps
- Maintain current functional and technical knowledge of FinThrive’s E2E platform and future products
What you will bring
- 10+ years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in healthcare or SaaS based technology companies
- Confirmed ability to drive continuous product value
- Experience developing product use cases with customers
- Ability to be a strong teammate, while still being a self-starter
- Exceptional verbal, written, social, presentation, and interpersonal skills
- Thrive in a multitasking environment and can adjust priorities on the fly
- The ability to focus on details and be analytical
- Good technical and problem-solving skills, coupled with the ability to provide quick resolutions to problems
- Prior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and the business value
- Experience in the enterprise and/or cloud software space
- Experience navigating and steering customer engagements to completion with a high level of customer satisfaction
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