Customer Success Executive

Who We Are

Prominence is an award-winning data enablement firm revolutionizing healthcare. We empower healthcare organizations to unlock the full potential of their data, driving improvements in patient care, operational efficiency, and financial outcomes. Celebrated with two Best in KLAS awards and honored with over 30 Best Places to Work accolades, we are proud of our innovative culture and exceptional team. If you’re passionate about making healthcare smarter and eager to tackle the industry’s most critical challenges, Prominence is where your talents will not only thrive but also shape the future of healthcare.

Your Role

Make a profound impact on our customers’ success and our company’s growth. As a Customer Success Executive, you will be the driving force behind customer satisfaction and post-sale revenue expansion. You’ll navigate the complexities of project delivery, build and manage influential relationships with executive stakeholders, and craft innovative solutions to address emerging customer priorities. In this role, you’ll become a trusted strategic advisor to our customers and consistently provide value through creative solutioning.

Requirements

Essential Functions and Responsibilities

• Revenue Growth:
• Create multi-year account management plan that aligns our services and support with our clients’ organizational goals
• Identify and pursue cross-sell and upsell opportunities, managing pricing, SOW creation, and opportunity management in Salesforce while securing new business by effectively responding to RFPs
• Build and maintain a strong pipeline to ensure net revenue retention
• Monitor customer contracts and ensure they are consistently renewed
• Set up and lead customer-facing quarterly business reviews, including at least one onsite annually where appropriate
• Conduct quarterly strategic solutioning sessions with internal SMEs
• Customer Satisfaction:
• Accountable for customer satisfaction with services provided
• Build, manage, and expand relationships with executive stakeholders (Executive Director/VP/C level)
• Oversee the successful handoff from sales to implementation
• Collect an NPS score for every customer
• Value Delivery and Trust Building:
• Quickly learn Prominence’s offerings and capabilities
• Effectively engage our internal subject matter experts to provide value to our clients and to architect meaningful solutions
• Develop the ability to explain, in depth, Prominence’s methodologies and services
• Join regular touchpoints to stay updated on customer active projects, changing priorities, and challenges
• Proactively identify opportunities for Prominence to solve challenges that your customers are experiencing, create a value proposition for solving those challenges, and present those solutions to your customers
• Consistently share best practices and success stories from other customers
• Identify value add services to build trust and demonstrate commitment
• Performance and Escalation Management:
• Serve as a point of escalation for critical project issues, intervening when necessary
• Ensure high KLAS rankings and secure strong customer references through exceptional service delivery
• Maintain a pulse on all ongoing Prominence projects to identify and mitigate risks proactively

Education, Training, and Experience

• Extensive experience (10+ years) in customer success, account management, or a related field within the healthcare IT industry
• Deep experience in delivering services to Healthcare Providers, preferably in a tech-enabled delivery methodology
• Proven track record of managing executive relationships and driving revenue growth through strategic account management
• Deep understanding of healthcare systems, data analytics, and Epic’s EHR
• Exceptional problem-solving skills and the ability to develop creative solutions to complex challenges.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• Strong organizational skills and the ability to manage multiple priorities and stakeholders.

Skills, Knowledge, and Abilities

• Professional: Demonstrates a high degree of professionalism by treating others with respect, keeping commitments, building trust within the team, working with integrity, and upholding organizational values ("Do Great Work and Move Mountains”).
• Organized: Capable of managing multi-faceted work streams efficiently, ensu