Senior Program Manager (Senior Customer Success Manager)

Company Description

Who is Authenticx? 

Authenticx is on a mission to help humans understand humans. Our platform is the new standard for humanizing customer interaction data at scale. We do this by channeling our passion and talent into helping health care leaders listen to their conversational data in a way that delivers value to the enterprise. 

What do we offer our team members? 

• A culture based on our core values of Authenticity, Courage and Having Fun 

• A collaborative environment that supports your personal and professional development 

• Remote/virtual working flexibility 

• Free health insurance options 

• Comprehensive benefits - medical, vision, dental, life, and disability insurance 

• HSA and FSA plans 

• 401(K) 

• Unlimited vacation time 

• Generous paid holidays, sick leave, and parental leave 

• Perks at Work membership for discounts on shopping, travel and much more 

Job Description

We are seeking professionals to our Senior Program Manager openings. The responsibilities for a Senior Program Manager on our Professional Services team are as follows: 

• Serve as the strategic customer success manager for assigned enterprise healthcare clients - especially pharmaceutical, provider (large hospital systems), and insurance/payer companies. 

• Proactively help those clients evaluate qualitative and quantitative data (the interactions between our clients and their customers/patients) utilizing the Authenticx platform to make informed decisions that drive significant and measurable business improvement. 

• Run our proven customer methodology, through meetings and presentations, and manage the multiple levels of stakeholder relationships to ensure our clients drive meaningful and impactful outcomes utilizing our proprietary AI. 

• Own the customer experience and collaborate across other Authenticx teams to achieve client objectives. 

• Proactively manage the health of your clients, and actively mitigate risks and remove obstacles to pave the way to success and renewal. 

• Hold your customers accountable for their success, and ensure they see measurable value from their investment in Authenticx. 

• Work with the Revenue Team  to identify opportunities for upsells and expansion. 

Qualifications

Skills and Knowledge 

Our ideal Senior Program Manager will possess the following skills and attributes: 

• Solid understanding of enterprise KPIs and macro measures of business success, especially for large provider, pharma, and payor companies. 

• Competent in strategic planning and budget management to converse at an executive level with customers about business impact and measurable outcomes. 

• Skilled in establishing stakeholder relationships at all levels of an organization, from users up through departmental leadership to the executive level, with an emphasis on executive relationships. 

• Adept at making confident, credible business cases and securing commitment across stakeholders to drive results. 

• Skilled at conflict resolution, negotiation, overcoming objections, and collaborating internally and externally to drive measurable results. 

• Comfortable with healthy conflict, radical candor, and holding others, internally and externally, accountable to success. 

• Skilled at problem solving and probing with open-ended questioning to determine root causes, uncover objections, and find equitable solutions. 

Qualifications 

Minimum Qualifications 

• Bachelor’s degree in Business, Healthcare, Informatics, or other relevant fields. 

• At least 5 years of experience in a B2B client-facing role (Account Manager, Customer Success Manager, etc.) 

• Strong interpersonal skills across all levels of an organization. 

• Proven experience serving as an effective team leader on large, enterprise cross-functional projects. 

• Well-organized with the ability to strategically prioritize work when there is too much to do and too little time. 

• Experience with web applications and comfort with new technologies in a very fast paced organization. 

Desired Qualifications 

• At least 5 years of SaaS experience. 

• At least 5 years of healthcare experience: pharmaceutical, provider (large hospital sys