Senior Customer Success Manager

Little Ferry, NJ, United States

Work with the industry leader

At Eon, our mission is to make patients healthier and healthcare affordable. Eon Patient Management, or EPM as we like to call it, identifies patients with disease risk and streamlines clinical decision analysis so clinicians can work at the top of their licenses. With unique solutions across multiple disease states, we drive unprecedented adherence to care pathways, so that more patients are seen and more survive. When patients win, healthcare systems win - both clinically and financially.

As a market leader in incidental tracking and patient management, Eon is pioneering the use of Artificial Intelligence to enable healthcare enterprises, ranging from small health systems to large, national-scale IDN’s. We have a unique and dynamic team that is focused on results, and employment opportunities both local to our Denver office, and remote based.

What You Will Do

We are seeking an experienced, highly motivated Senior Client Success Manager (“Sr. CSM”) to join our team. As a Sr. CSM, you bring a playbook for best practice customer success engagement and drive adoption of Eon programs and services. The Sr. CSM is the account owner for a pool of strategic clients and is responsible for effective program utilization and value management, ultimately driving high engagement with program outcomes. You possess and demonstrate in-depth knowledge in areas of healthcare, technology, and/or education as evidenced by experience. Through close partnership with Eon’s clients, the Sr. CSM advises on how Eon can support clinical workflows and drive ROI, ultimately strengthening and growing Eon’s relationship with client organizations.

Responsibilities

Serve as the overall Client Success owner and central point of contact from Eon for a designated pool of clients using Eon’s programs, responsible for driving utilization and documenting measurable outcomes.

Develop, manage, and maintain excellent relationships with end-users, administrators, and other key client contacts;

Monitor client satisfaction and goals by facilitating regular project status meetings with appropriate representatives. Responsible for scheduling, setting the agenda, and ensuring appropriate attendance at client meetings. Identify and coordinate with all internal players and collate information from various Eon stakeholders in advance of client meetings.

Be knowledgeable and conversant about the client's current relationship with Eon. Maintain an understanding of full contract terms for each client relative to term, programs, and scope.

Ensure a positive brand experience for all existing customers while focusing on reducing the possibility of customer churn and supporting Eon’s expansion goals.

Deliver and support a strong initial and ongoing training program for assigned clients

Become a subject matter expert on our products; be able to perform and teach problem-solving.

Collaboration with Account Management for account growth to identify and pursue qualifying up-sell and cross-sell opportunities.

Collaboration with Implementation to drive clinical adoption

Collaboration with Sales to lead product demonstrations and be a source of clinical knowledge and integration of clinical/technical workflows into Eon products.

Collaboration with Support to act as a point of escalation and to advocate for customers. Partner with support to oversee and ensure prompt resolution of operational and technical issues or complaints.

Collaboration with Product to voice customer wants, needs, and desires and help prioritize future releases.

Identify client-associated risks and provide actions or solutions.

Represent the interests and desires of the customers throughout Eon.

Drive customer advocacy in the form of references, referrals, and case studies.

Develop and review Metrics to have an understanding of the health of our clients and adoption of Eon’s products.

Monitor and analyze customer usage data, engagement metrics, and performance indicators to identify trends, patterns, and areas for improvement.

Qualifications

Bachelor’s Degree preferred or an equivalent combination of education and relevant work experience required.

7+ years of proven experience in client success, account management, or customer relationship management within the healthcare industry.

Ability to interact comfortably with clinicians

Able to collaborate across the organization and with external stakeholders

Excellent written and verbal communication skills

Sincere interest in helping people

Strong organizational skills - ability to prioritize multiple activities and objectives in a rapidly changing environment, and deliver quality service.

Good knowledge of word processing, spreadsheet, and presentation computer programs

Self-motivated, self-directed with limited guidance and independent thinking as well as an effective team player.

Creative approach to problem-solving with the ability to focus on details while maintaining the “big picture” view

Very effective interpersonal skills including motivating, mentoring, coaching, collaborating, and team-building

“So what’s in it for me,” you ask?

We pride ourselves for being a culture-based company buzzing with high-energy. Aside from the enthusiastic environment, you’ll enjoy:

Competitive salary

Health insurance

Referral bonuses

Unlimited Paid Time Off

Paid Maternity and Paternity leave

Professional development and career growth opportunities

Awesome team members

Check us out at eonhealth.com!

If we still have your attention, don't delay, send us your resume.

EON is proud to be an equal opportunity employer and prohibits discrimination and harassment of any kind. Our culture celebrates diversity, and we are committed to creating an inclusive environment for all team members.

#J-18808-Ljbffr