The Senior Client Success Advisor's primary goal is to drive retention and success for our top clients
and customers. The senior CSA is a demonstrated leader who collaborates with internal and external
clients, cultivating relationships, confirming value, and building a path for partnerships and future
business opportunities. A Senior CSA is expected to handle a high volume of work with attention to
detail. Daily responsibilities will include leading high-profile executive interactions in person or via
camera-led sessions, detailed documentation, and follow-up and managing time and contentsensitive
items with high accuracy. In addition, the Senior CSA is a problem solver and a forward
thinker who will hold the line for the business while advocating for their clients' needs.
Essential Duties & Responsibilities
- Define and track short- and long-term goals in partnership with customer
- Account plans created/maintained with scorecard (demonstrating success and confirming relationship)
- Proactive outreach, bi-weekly or weekly outreach based on customer segment
- Quarterly or semi-annual business reviews based on customer segment
- Develop deep relationships across multiple customer stakeholders
- Understand overarching risk and manage retention efforts
- Ensure thorough documentation of customer activities
- Drive customer adoption of software and services
- Facilitate or deliver product education
- Obtain product feedback and share with product team
- Own and ensure the necessary customer communications
- Regularly share Greenway Strategic and product vision
- Manage Executive sponsor program
- Generate sales leads and provide renewal leadership
- Onboarding success awareness
- Champion customer success on regulatory program awareness and advocacy
- Ensure hardware, software, and version adoption
- Prevent escalations but when they occur, own the oversight and coordinate resolution
- Leverage NPS feedback and follow-up/action plan to improve sentiment
Education
- High school diploma/GED required
- Bachelor's Degree or equivalent experience
Minimum Qualifications
- Extensive customer service background in a similar setting
- Eight (8)+ years' experience managing customer accounts preferred
Skills/Knowledge
- Keen understanding of Greenway solutions and how they fit into ambulatory care space based on customer's needs
- Ability to manage competing priorities and multiple strategic relationships simultaneously
- Ownership and responsibility for management and hosting of customer specific webinars
- Leadership of complex situations involving many key business owners with little or no direction
- Shows initiative and success in initiating process improvement opportunities based on customer feedback
- They should serve as a role model and mentor to other team members in building consistency in skill
- Strong Industry, regulatory, and product knowledge
- Specialty acumen and commitment to continuous education
- Ability to clearly articulate business issues and solutions and negotiate at a senior management level
- Ability to provide internal transparency on the needs of the customer
- Excellent listening, communication, and presenting skills
- Change agent across verticals
- Ability to prioritize and manage multiple high priority projects simultaneously
- Strong delegation skills (internal and external)
- Accountability driver (internal and external)
- Ability to identify cross-sell opportunities
Work Environment/Physical Demands
- While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
- This role requires that one can sit and regularly type on a keyboard the majority of their workday
- This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as incoming and outgoing communications via the computer and/ or mobile devices.
- The role necessitates the ability to listen and speak clearly to clients and other associates
- The role requires 15-20% travel
Here’s what we can offer you in exchange for your amazing work:
- Competitive pay
- Medical, dental and vision benefits
- Matching 401(k)
- Generous paid time-off programs
- Education reimbursement
- Growth potential for your career
- Corporate discounts
At Greenway, we strive to imagine, empower, engage, and inspire. Join us!
To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.
Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.
If you are a Colorado resident, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email.
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Last updated on Sep 6, 2024