Senior Customer Success Executive

About Your Role 

A Senior Customer Success Executive works within our Customer Experience (CX) organization and provides exceptional program management to the highest value customers at QGenda by driving the adoption of QGenda product features and functionality in order to make the customer stickier and reduce the risk of churn. This role is for an experienced professional with a proven track record of solving complex technical problems with creative solutions to ensure the QGenda product is meeting the needs of our customers.  Additionally, a Senior Customer Success Executive has proven their ability to drive NRR expansion for our enterprise customers. Customer Success Executives will leverage best practices, customer experiences, and technical QGenda knowledge when leading post go-live projects. The CSX also develops and maintains relationships with key stakeholders as a trusted advisor, opening the door for additional system-wide opportunities.

How You’ll Make an Impact 
Responsibilities:

As a critical member of the Customer Success team, you will strategically guide our enterprise customers through their QGenda journey, utilizing personal touch and technical expertise, to increase adoption, drive expansion, and ensure customer retention. Additionally, you will be a thought leader for the larger CSX team, providing mentorship and guidance to other members of the team.

Core Responsibilities:

• Owns customer relationships for the customer’s lifetime and identifies current and future customer requirements by establishing recurrent meetings with key stakeholders and customer super users
• Relates customer business goals and needs to technical architecture, leveraging the evolving QGenda product suite and functions to solve problems and drive ongoing value
• Consistently monitors customer needs to identify and act on expansion opportunities and mitigate risk of customer churn

Key Duties:

• Independently and confidently manages a portfolio of highly complex accounts, including large-scale, multiple-product deploys with unique or technically complicated business cases and/or ARR of $1M+ per customer
• Manages multiple key stakeholders, including internal, external, and executive leadership, for influence across all levels of an organization
• Acts as a QGenda platform master who can be brought into any situation to provide technical/functional expertise both internally and externally
• Holds a detailed understanding of the business case, technical capabilities, and market strategy for each product in QGenda's product suite
• Independently and confidently manages high-level customer escalations; identifies risk and drives mitigation strategies and get-well plans across QG leadership and teams
• Confidently resolves communication breakdowns with the ability to bridge the differences between stakeholders quickly
• Develops new ways of communicating technical information to various audiences; Creates repeatable SOPs, best practices, processes, templates, and systems for others to use
• Develops newer CSX employees by supporting employee growth and providing feedback to both them and to their managers
• Fully understands IT landscape of healthcare enterprises and strategically leverages this knowledge to drive expansion and integration while mitigating risk
• Portfolio demonstrates consistent NRR growth year over year
• Executes Key Account Reviews on-time and with minimal support; drives strategy and execution for Executive Business Reviews without significant support
• Leverages thorough knowledge of the the Customer Success Platform (Planhat) to implement new processes, metrics, and KPIs for CSX accounts

Who You Are 

• Demonstrates ability to mentor newer CSXs and advise them on decision-making and enterprise standards best practices
• Ability to analyze company processes surrounding the customer and advise on potential changes to impact company KPIs
• Excels at solving complex problems through critical thinking, clear communication, and the ability to continually learn from their peers and challenging situations
• Proactively identifies and manages risk in a way that alleviates risks before they occur
• Proven ability to make a large impact on customers by providing suggestions based on their experience and expertise
• Ability to make effective strategic decisions based on incomplete information with the understanding of how/when it is appropriate to deviate from a standard or policy
• Demonstrated ability to solve complex technical problems and act as a trusted resource for team members and customers 
• Ability to develop new best practices using QGenda technical knowledge and expertise
• Proven ability to effectively communicate cross functionally internally and with executive leadership (internally and externally) through complex situations
• Demonstrates ability to drive organization initiatives with limited direction (as needed)

Experience You Bring 

• Bachelor's degree
• 5+ years of SaaS and/or healthcare industry experience
• 6+ years of post-sales customer relationship management experience
• Ability to travel for customer meetings, conferences, and other industry events

Experience Preferences

• Past QGenda platform experience
• 4+ years of experience with Customer Success Platforms (i.e. PlanHat)
• Success Coaching CSSM Level 1-5 certifications