Job Description:
Overview
This is a dynamic client facing role that is responsible for developing and maintaining deep client relationships with our clients and ultimately retaining their business with symplr. This role will understand their customers' business objectives and ensure customers receive the most from their investment. The CRE will be the primary point of contact for clients helping drive brand loyalty.
The Customer Relationship Executive (CRE) will build and maintain trusting relationships with their assigned customers and focus on overall satisfaction across all symplr solutions. This should lead to revenue retention and identification of expansion opportunities.
Duties & Responsibilities
- Act as the primary point of contact for customers throughout the lifecycle of the partnership
- Develop strong relationships with customer executives, key decision makers, and influencers, to become a trusted advisor
- Understand customers' desired business objectives
- Drive additional value by encouraging deeper product adoption and utilizing product experts
- Synthesize customer feedback and work with internal teams to respond to customer needs
- Advocate for the customer's experience and act as a voice of the customer throughout all areas of symplr
- Facilitate Quarterly Business Reviews in tandem with the Sales Executive, articulating customer successes and ROI, includes documenting action items and go forward strategy
- Regularly use and update Salesforce consistently to ensure accuracy of customer accounts
- Coordinate with the sales teams to drive cross-sell and upsell opportunities
- Help work with customers to create case studies and sponsorship programs that highlight symplr products and drive brand awareness.
- Create evangelists and advocates among clients ultimately leading to referenceable customers
- Mitigate churn and improve satisfaction by interpreting and acting upon customer health metrics
- Partner with Client Support, Product and Development teams when needed, to help client navigate service tickets with minimal delay and frustration ensuring overall client satisfaction.
- Actively solicits customers' responses to the annual NPS relationship survey to collect insights on customers' satisfaction and performance improvement opportunities
- Strong written and oral communication skills
- Desire to learn
- Self starter
- Understand healthcare operations and workflows Team player
- Problem solving attitude
- Client oriented mindset
- Strong ability to create and foster relationships
Qualifications Required:
Every organization has a culture, whether they mean to or not, so why not be intentional about it?
Together, if we shape our intentions, actions, and interactions around a common, purposeful culture, we are able to quickly achieve more, attract others who help realize our goals, and thrive in our professional relationships.
- Bachelor's Degree or equivalent experience
- 5+ years customer success experience
- Healthcare experience preferred
- Ability to travel up to 25%
- Experience in public speaking (preferred)
- Account management or sales experience (preferred)
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