Customer Success Manager

At Royal we are building solutions to solve healthcare's most challenging transportation problems through a combination of high touch service and high tech capabilities. While we cut our teeth in the ambulance business, we are now bringing a full suite of transportation solutions to our customers that solve of healthcare's biggest challenges from readmissions reduction to social determinants of health. Come join the ride with us!
Royal Ambulance is seeking a Customer Success Manager to help build relationships and support the hospitals & health systems we serve. Royal’s Customer Success team focuses on building and nurturing outstanding customer relationships, identifying and deploying effective solutions, growing and retaining customers, and delivering case study-worthy customer results. By helping ourcustomers achieve their desired outcomes, we aim to support the delivery of high-quality, seamless care for patients and families.

*Note this position has hybrid remote AND onsite requirements with up to 60% travel locally in the Bay area

Embody the Royal Mindset:

• We are Driven - We set a goal, identify a plan to achieve it, stay focused and motivated throughout the process, and reach our desired results, despite obstacles or challenges. We show initiative and commitment. We maintain a positive mindset and believe in ourselves and our abilities.
• We are Empathetic - We are in tune with the feelings and actions of others and use that understanding to guide our actions, behaviors, and decisions. We are compassionate, perceptive, and mindful. We put ourselves in our patient's shoes and each other’s shoes and go above and beyond to ensure we treat everyone with dignity and respect.
• We are Engaging - Our actions show our commitment to the organization and its goals. We care about the quality of our work and our fellow team members. We are enthusiastic and want to be involved within Royal and with our communities.
• We are Adaptable - We are able to handle and adjust to change by being flexible in our process and mindset. We stay calm and do not fold under pressure when something changes, or a problem occurs. We develop a solution and can come up with an alternative plan despite the obstacles we are challenged with.

Responsibilities

• Strategic Relationship Management
• Establish and nurture trusted relationships that enable customer retention, growth, and shared success.
• Engage all stakeholders from front-line teams to C-level executives in understanding and maximizing the value of Royal solutions.
• Create and conduct end-user trainings, business reviews, and other customer-facing presentations and engagement activities
• Grow and retain customers by understanding customer needs and proactively driving value.
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•  Project Management, Process Improvement & Innovation
• Work with customers to understand strategic objectives, opportunities to co-design innovative solutions, and workflow and process breakdowns.
•  Lead process improvement efforts in partnership with customers that deliver measurable improvement in indicators such as length of stay, readmissions, clinic no shows, ED diversions, and other healthcare quality measures.
• Leverage data and analytics to provide customer insight and discover opportunities for process improvement and strategic projects.
• Collaborate with internal departments (Ops, Finance, Clinical, Dispatch, etc.) to advocate for customer needs, resolve customer challenges and deliver seamless execution.
• Help define and scale Customer Success playbooks, templates, and engagement models.
• Other duties as assigned.
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• Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We encourage you to apply if you’re interested, even if you don’t check all of the boxes.

Qualifications

• 2-3 Years of customer success, account management, relationship management experience is required
• 3-5 Years of experience working within or partnering with hospital & health systems
• 3-5 Years project management experience, including cross-functional project management and Lean process improvement experience preferred
• Willingness to travel to San Francisco Bay Area customer sites weekly
• Comply with HIPAA patient privacy regulations and maintain Royal and customers’ confidentiality
• Strong value alignment with Royal’s culture, with the ability to consistently demonstrate being driven, empathetic, engaging, and adaptable.
• Track record of effectively balancing competing demands, responding to interruptions, and adjusting to evolving priorities.
• Recogniz