Customer Success Manager

1 week ago

Vancouver, Canada HealthHub Solutions Full time

HealthHub Patient Engagement Solutions is a Canadian technology company dedicated to bringing innovative digital solutions to the Canadian healthcare industry. Our products include integrated bedside terminals (IBTs) and the native myHealthHub operating system, which is a fully integrated platform to develop tools for healthcare professionals. Some of our existing apps include Bedside Charting, Meal Ordering, Video Chat, and Entertainment, with many more to come. Our products already improve the experience of 1M+ patients annually, and we are just getting started. We currently have an exciting and challenging opportunity for a Customer Success Manager based in British Columbia.

**PURPOSE OF THE POSITION**:
The Customer Success Manager is responsible for driving incremental recurring revenue and enhanced customer experience at HealthHub client hospitals, as well as leverage myHealthHub platform insights to identify opportunities for additional business.

**RESPONSIBILITIES**:

- Main point of contact for portfolio of existing hospital accounts Canada
- Collaborate with business development, sales support, and platform insights teams to identify opportunities for additional business penetration within account portfolio by understanding client needs and then recommending an appropriate offering from our offering to satisfy those needs
- Lead and develop strategy to proactively engage with client accounts to showcase value proposition and facilitate understanding of outcomes and causations
- Drive gross margin at the respective sites through tracking, in-depth analysis and understanding of client and patient needs
- Lead renewal of contracts in collaboration with the business development and finance teams, and provide relevant recommendations to explore extended opportunities
- Ensure documentation of client engagements within Salesforce
- Design and implement special projects in collaboration with other members within the Patient Experience team and beyond to explore ‘out of the box’ strategies for business development and growth
- Lead onboarding strategy for new myHealthHub customers from sales handover to frontline execution, ensuring successful rollout and immediate value capture by clients
- Provide recommendations for enhancing account management and customer onboarding processes
- Successfully achieve defined KPIs
- Handle all hospital admin inquiries and escalations

**QUALIFICATIONS REQUIRED**:

- Minimum Bachelor’s degree in Business, Management, Finance, or relevant areas
- Minimum five years of experience managing high value accounts against financial targets
- Excellent computer skills (Microsoft Office, Data Analytics tools)**. **Proficiency in SQL, Power BI is an asset
- Excellent selling, presentation, and interpersonal skills with demonstrated high rates of success
- Strong leadership and ability to work with and manage cross-functional stakeholders
- Ability to create unique and compelling value propositions for decision makers to understand the value of HealthHub solutions.
- Knowledge of healthcare systems and understanding of clinical and general informatics within the hospital, health authority or healthcare provider environment.
- Strong and effective communication skills.
- Demonstrated strategic sales execution skills.
- Excellent problem-solving skills. Excellent computer skills (Microsoft Office, Data Analytics tools)**. **Proficiency in SQL, Power BI is an asset

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