Senior Customer Success Manager, Strategic

About the Role

As a Senior Practice Success Manager (Sr. PSM) you are the main point of contact for providing guidance to our strategic customers. You will work with our customers to outline their key performance metrics and assist them in utilizing our platform to communicate with and retain their patients, manage their practice’s workflow, and help them reach their digital marketing goals. A Sr. PSM must be a keen problem solver who can think quickly on their feet, while having the ability to diagnose customer issues, formulate a strategy and deliver results. Sr. PSMs have consistently proven to be self-starters who thrive in a fast-paced environment and are confident to take control of customer conversations and provide clear guidance on how high value customers can accomplish their goals. You will work autonomously to close proactive playbooks and inbound requests, while building long-term value-based relationships. Sr. PSMs drive net revenue retention and own the customer renewal process. 

Your Area of Focus

• Nurture, expand and retain our Strategic customer base of customers spending over $15,000 in annual revenue
• Understand clients' business and digital marketing goals, set expectations, and assess what they need to achieve full system adoption.
• Develop a customized strategic plan for clients and proactively monitor progress, providing necessary resources to increase lifetime customer value.
• Conduct strategic outreach to your client base, focusing on adoption, retention, or revenue drivers using customer health and engagement analytics.
• Provide personalized recommendations on how adopting the core product or add-on services can drive value for clients.
• Achieve ARR Retention and Expansion revenue goals each quarter, ensuring all personally supported accounts are progressing towards full utilization of the application.
• Tailor conversations to clients' needs, document and resolve open action items and critical gaps promptly, leveraging your product and customer knowledge.
• Demonstrate expertise in learning new solutions quickly and finding creative and strategic solutions for clients' growth and goals.
• Deepen knowledge of industry, digital marketing best practices, and consultative selling tactics through continued learning opportunities provided throughout your tenure.
• Collaborate with Marketing, Product, and other Customer Success teams to test new initiatives' effectiveness and provide customer feedback and workflow optimization opportunities.

Your Professional Qualifications

• 2-3 years experience leading high value client projects or solving complex problems
• A passion for energetic and fast-paced environments
• Proven self-learner who thrives in the opportunity to take initiative
• Demonstrated ability to quickly learn and adapt to new technologies
• Excellent communicator with the ability to formulate digestible solutions

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our ValuesStart with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

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