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Customer Success Manager

POSITION TITLE: MANAGER, CUSTOMER SUCCESS

DEPARTMENT: IMPLEMENTATION

 

THE ROLE DEFINED:

The Customer Success Manager is accountable for the onboarding, adoption and overall ROI that customers receive from CellTrak. This individual understands the customers’ buying rationale, business process, key performance metrics, the CellTrak product suite, and how to build the right solution for every customer. S/he serves as the customer advocate at CellTrak.


REPONSIBILITIES:

  • Defining and managing implementations for large, complex engagements

  • Coordinating CellTrak and customer teams to ensure project delivery is completed on-time and on-scope

  • Forecasting customer onboarding timelines and progress

  • Successful customer onboarding and solution adoption

  • ROI and value demonstration of customers’ key performance metrics

  • Solution and business process mapping

  • Managing milestones for key customers, including upgrades, new product releases, and other events

  • Partnering with CellTrak colleagues in sales, account management, product management and support to advance customers’ and CellTrak initiatives

  • Developing and sharing best practices across the Customer Success team

 

DESIRED EXPERIENCE AND SKILLS:

  • 5+ years of experience working for a Home Health/Home Care/Hospice organization

  • 3+ years of experience implementing and supporting SaaS solutions, ideally in the healthcare industry

  • Key account management experience, engaging with multiple stakeholders across a matrixed organization

  • Experience implementing or interfacing with Electronic Medical Records or medical claims

  • Experience implementing large, multi-phase projects across multiple user personas

  • Bachelor’s degree

  • Strong communication and team leadership skills

  • Project management fundamentals

  • Experience with Salesforce.com desired

 

BEHAVIORAL COMPETENCIES:

  • Customer Focused

  • Outcome-Oriented

  • Highly Organized

  • Teamwork and Collaboration

  • Accountability

 

BENEFITS:

  • Great salary base and compensation plan

  • Stock options

  • Health care plan that includes medical, dental, and vision

  • Paid holidays

  • Paid Time Off

  • On-the-job training


TO APPLY:

Reliable candidate with excellent communication and interpersonal skills are encouraged to submit their resume and salary requirements to: careers@celltrak.com.


COMPANY PROFILE:

CellTrak is a team of highly focused and passionate healthcare and technology experts who have invested years solving the problem of delivering health care and related services in homes and community care settings by a distributed workforce. Since its founding and first client use of the solution in 2006 CellTrak has delivered a complete, integrated software-as-a-service solution that facilitates care delivery and real-time field force management; automates data collection; and provides information for business and care optimization to agencies who no longer want to work with self-reported information and paper processes. This includes apps for all types of caregivers that run on the leading mobile devices; portals for efficient, coordinated care delivery by a distributed workforce; interfaces to EHRs and back office systems; and services to support adoption and optimization. During this period, the team has developed the company name into a brand that is respected, appreciated and has become the industry standard. CellTrak’s solution solves major problems for the home health care, hospice and community care segments in the US, Canada and the UK.