Future Opportunities - Customer Success Managers

At Trella Health, we are passionate and committed to our mission – empowering meaningful change in healthcare. Since our founding in 2015, we continue to grow our team, enhance our solution and services offerings, accelerate into new markets, and expand our customer base. We are rapidly growing and are looking for new Trellavators to join our team!About the OpportunityOur Customer Success Managers play a critical role in supporting new and existing customers throughout their customer journey to oversee the accounts' health and overall retention. You will build strategic relationships with our customers’ champions to help drive understanding of our solutions and the value it brings to their business. Additionally, you will support each customer to reach optimal usability of our solutions’ capabilities and will assist in solving their challenges. Our ideal candidate is someone who has demonstrated success working within healthcare and preferably for high-growth SaaS companies and is passionate about the customer experience.As a member of the Customer Success team, you will:Own a book of business to drive retention and growth ratesDevelop a comprehensive understanding of typical business challenges faced by customers and map Trella Health capabilities to address their needsEngage customers in an appropriate experience that allows them to effectively execute their success planManage customer renewal and expansion orders for attainment of net retention goalsFacilitate implementation kickoffs with our implementation consultants that confirm business goals and outline an initial success planIdentify risks to customers achieving their stated business goals and collaborate with their account team on how to best mitigate risksFoster relationships with stakeholders that lead to advocacy for Trella Health across the care continuumCollect and summarize customer feedback with a focus on understanding the customer’s business problemOur Customer Success team might be a fit for you if you have:Prior experience in a Customer Success or Account Management role, preferably within a B2B SaaS environmentExperience within the healthcare tech industry is highly preferredFamiliarity with Post-Acute Care or HME/Infusion providersExperience with healthcare claims data analysisExposure to data integrations, claims and EHRPassion for value-based care and health care policyProven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewalMust be tech-savvy to be able to understand technical concepts around our product and our customer’s requirementsPassion and empathy to understand your customers and deliver to their needsDemonstrated success that shows your ability to be assertive and a customer-focused problem solverStrong creative, strategic, analytical, organizational, and relationship skillsStrong verbal and written communication skillsAbility to effectively manage customer relationships at various levels to foster trusting partnerships and navigate conflict if neededProficiency in Client Success and Sales software to manage relationships and price, quote, and book ordersWillingness to work with customers on-site and travel up to 10%Equal Opportunity EmployerTrella Health is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, handicap, veteran status, genetic information, or any other protected status as recognized by federal, state, or local laws.

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