Enterprise Customer Success Manager

6 months ago

Toronto, Canada AlayaCare Full time

**About AlayaCare**:
AlayaCare is revolutionizing the way home health care is delivered. Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 500+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

**About the role**:
As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle. As the key touchpoint for Enterprise organizations, the Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders.

**Location, travel, and in-office requirements**:
**A day in the life**:

- Define the customer journey by setting expectations for key milestones and ROI set in the sales cycle.
- Establish trusted advisor relationships with customer contacts, including executive leadership
- Develop an 'influencer' relationship, while working with internal teams to deliver a best-in-class customer experience
- Maintain and actively manage a healthy customer portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes
- Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks
- Address any escalated customer issues with speed and urgency, coordinating internal stakeholders
- Prepare and deliver polished QBR (Quarterly Business Review) presentations to customers that uncover new business uses, adoption of best practices, and product roadmap updates; anticipate and proactively find information ahead of customer questions or concerns based on the QBR content presented
- Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators
- Help drive new business and reduce churn and building referenceable clients
- Drive account growth outcomes through identifying expansion plays - upsell opportunities
- Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health
- Participates in customer-related or company travel as required (15%-20% of the time on average)

**What you'll bring to the team**:

- Completion of post-secondary education in a relevant field (ideally at the Bachelor's Degree level, though a combination of other post-secondary education coupled with relevant experience will be given equal consideration)
- 6+ years of experience working in a customer-facing role within a B2B SaaS environment
- 2+ years of experience working with large and enterprise sized customers within a Customer Success Management (or Account Management, permitted the role involves relationship/retention beyond just renewals/revenue) capacity
- Experience with healthcare customers (or from within the healthcare space) is preferred, though not a requirement
- Knowledge of the Canada and/or USA healthcare ecosystems or the post-acute healthcare space is preferred; experience with home infusion customers or knowledge of the home infusion space would be a definite asset
- Effective communication (both verbally and in writing) in the English language and the ability to adapt communication styles based on the audience
- Direct experience delivering effective presentations and customer engagements virtually and in-person with stakeholders, particularly those at different levels and with varying degrees of technical acumen
- Experience using presentation tools, virtual chat and conferencing tools, CRM software, Customer Success tools, and project management tools (bonus for direct experience with tools like ChurnZero, Slack, Zoom, Teams, Asana, Confluence, and HubSpot); comfortability in learning and adopting new tools and technology
- Passion to understand customers' unique business goals and challenges and translating these to solutions-oriented options for customers
- Hunger for continuous learning as it relates to AlayaCare's product offerings, processes, core customer markets, emerging markets, and trends within the North American post-acute healthcare space
- A team-player with the ability to build relationships with cross-functional internal teams with the goal of delivering a best-in-class customer journey
- Exudes AlayaCare's core values including being outcomes-focused, transparent, and customer-obsessed

**What Makes AlayaCare a Great Place to Work**:

- Our products have a positive impact on the lives of countless care workers and care recipients
- Equity in a well-funded, high-growth company
- Hybrid working

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