Force Therapeutics is a leader in digital care providing a SaaS based platform used by over 700,000 patients to recover from surgery at hundreds of facilities nationwide. The business has a variety of clients which include Academic Medical Centers, ASC and large PE back practices. The clinical and financial impacts of Force have been validated across 145 studies with surgeon leaders.
We are a dynamic group, passionate about our Company’s mission and the use of digital care to solve big health care problems.
About the Position:
At Force, the core function of our Senior Client Success manager is to thoroughly understand the business workflows and needs of their clients, and the business objectives the client has for using our solution. As a senior CSM you will be a champion for your clients and help them meet their objectives and realize key results. Customer success metrics are all about downstream business impact, so success for this role will be measured on customer retention and growth, customer lifetime value, client health score and client satisfaction.
Personality Traits & Skills - Excellent organizational skills and demonstrated ability to plan, coordinate, and execute projects
- Exceptional communication skills for internal cross-team collaboration and client engagement.
- Strategic thinker who can take both short and long-term business objectives and execute on a tight tactical plan to achieve goals
- Critical thinker who is able to offer insights to to expand your team’s ability to solve complex problems
- Adaptable to new processes and workflows, and comfortable in fast-paced, environment
- Passionate about transforming the patient and provider experience through digital health
- Resourceful and enjoys solving complex problems
- Strong written and oral communication skills
- A bias-towards-action, with a willingness to “roll up your sleeves” to get the job done
- Strong technical skills and ability to quickly learn technical concepts;
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Responsibilities - Create a culture of alignment, collaboration, and accountability with our customer stakeholders and client facing teams to drive loyalty and advocacy
- Drive customer lifetime value by improving the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features and new use-cases.
- Develop innovative and scalable customer engagement strategies to drive maximum adoption, value realization, health scores and satisfaction
- Deliver and communicate business impact for our clients, throughout the customer lifecycle
- Represent the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
- Advocate for the customer by taking their feedback and sharing it with other departments, to improve processes and product offerings
- Identify and pursue customer growth opportunities and execute on expansion revenue targets
- Accurately forecast and achieve renewal and customer retention goals
- Identify “at risk” customers and develop and implement cross-functional plans to remediate customer issues and maximize retention
- Develop and maintain a strong working knowledge of our solutions and the competitive landscape
- Ability to execute on KPIs for user adoption, gross retention, net retention, client satisfaction,
- Maintains high level of expertise and technical proficiency on the Force solution
- Develop and share best practices with Force members to continually improve the quality, effectiveness, and efficiency of our internal processes
- Independently lead meetings with customer leadership to present program summaries, realized impact, market insights, and product roadmap
- Partners with the Product teams during new product and feature launches to ensure you understand how they will apply to your customer’s business
- Effectively communicates in company and customer meetings presenting progress, risks,recommendations, insights, and opportunities.
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Requirements:
- Ability to travel up to 20% of the time
- 5+ years in a customer-facing Account Management position within the SaaS and / or Digital Healthcare space
- Experience managing, consulting and negotiating with Enterprise customers;
- Confident and convincing individual with experience in working with senior to C-level executives;
- Understand the workings of a sales organization and have experience driving growth revenue
Compensation and Benefits:
- Salary range between $95,000 - $130,000 based on experience and location
- Commission plan based on hitting growth targets
- Medical, Dental, Vision Insurance
- 401k retirement planning
- 12 month free Talkspace membership
- Pre-tax commuter benefits
- Unlimited sick and safe leave
- Generous PTO
- Summer Fridays
- Annual company off-site
- Remote friendly workplace