CentralReach
Customer Success Lead (SaaS)
CentralReach, Little Ferry, New Jersey, us, 07643
CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users , we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise , and world-class customer satisfaction.
A level 1 Customer Success Lead is a role where you will work to develop the initial building blocks you need to successfully implement more advanc ed CS skills as you promote through additional levels. This initial level requires that you have demonstrated an understanding of relationship building skills, conflict resolution capabilities, and can work collaboratively with others. Ideally, you will ha ve some sort of client services experience ( i.e. technical support, account management, etc.). As a Level 1 CSL , your overall impact is to ensure the success of your customers through the expertise and proficiency gained by understanding the market and how that reflects with your customers. This will allow you to make judgements on proactive engagement strategies to ensure your customers receive business value through product adoption.
Key Accountabilities:
Maintain a positive client health score and NPSRelationship management throughout customer lifecycleProactive engagement based on playbooksAnalyze and maintain customer account utilizationInfluence and drive customers towards Best Practic esAssist AM's with cross-sell and up-sell opportunitiesCoordinate product adoption and ongoing utilization with Professional ServicesWork closely with technical team to report on customer product issuesIdentify and mitigate red flags
Desired Skills and Experience:
An understanding of Customer Success and CS metricsAn ability to build relationships internally and externallyAbility to manage conflict resolutionStrong project management skillsStrong communication and presentation skillsAbility to work well with others and collaborate effectivelyAn ability to be empathetic, but assertive at the same timeAbility to work in a fast-paced, team environment with a high sense of urgency
CentralReach was developed for Clinicians by Clinicians . The story of CentralReach begins in 2012 when the c ompany’s founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most — working with her clients and patients. To help ABA practices focus on what they do best, CentralReach aunched the first iteration of its EMR and practice management platform.
Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutti ng-edge technology and services to help clinicians and educators produce superior client and patient outcomes. Already a market leader, CentralReach i s expected to grow exponentially through its four core tenets: hire and develop great people; build indust ry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure.
We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disabil ity coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a me aningful way to make a difference by helping clinicians and educators produce superior outcomes for children and adults with disabilities.
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A level 1 Customer Success Lead is a role where you will work to develop the initial building blocks you need to successfully implement more advanc ed CS skills as you promote through additional levels. This initial level requires that you have demonstrated an understanding of relationship building skills, conflict resolution capabilities, and can work collaboratively with others. Ideally, you will ha ve some sort of client services experience ( i.e. technical support, account management, etc.). As a Level 1 CSL , your overall impact is to ensure the success of your customers through the expertise and proficiency gained by understanding the market and how that reflects with your customers. This will allow you to make judgements on proactive engagement strategies to ensure your customers receive business value through product adoption.
Key Accountabilities:
Maintain a positive client health score and NPSRelationship management throughout customer lifecycleProactive engagement based on playbooksAnalyze and maintain customer account utilizationInfluence and drive customers towards Best Practic esAssist AM's with cross-sell and up-sell opportunitiesCoordinate product adoption and ongoing utilization with Professional ServicesWork closely with technical team to report on customer product issuesIdentify and mitigate red flags
Desired Skills and Experience:
An understanding of Customer Success and CS metricsAn ability to build relationships internally and externallyAbility to manage conflict resolutionStrong project management skillsStrong communication and presentation skillsAbility to work well with others and collaborate effectivelyAn ability to be empathetic, but assertive at the same timeAbility to work in a fast-paced, team environment with a high sense of urgency
CentralReach was developed for Clinicians by Clinicians . The story of CentralReach begins in 2012 when the c ompany’s founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most — working with her clients and patients. To help ABA practices focus on what they do best, CentralReach aunched the first iteration of its EMR and practice management platform.
Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutti ng-edge technology and services to help clinicians and educators produce superior client and patient outcomes. Already a market leader, CentralReach i s expected to grow exponentially through its four core tenets: hire and develop great people; build indust ry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure.
We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disabil ity coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a me aningful way to make a difference by helping clinicians and educators produce superior outcomes for children and adults with disabilities.
#J-18808-Ljbffr