Customer Success Key Account Manager

About Reveleer

Reveleer is a fast-growing technology-enabled services company that powers performance/quality measurement and risk adjustment solutions in healthcare. Specifically, Reveleer supports health insurance plans and Managed Care Organizations nationwide, leveraging software and other technology tools to accelerate their Risk Adjustment and Quality programs.  Our mission is to efficiently work with healthcare providers to retrieve critical record data, and deliver reliable and auditable results, optimizing revenue and quality of care. 

Position Summary
As a Customer Success Manager over a key account, you will own a key account and play a key role in driving customer goals, business transformation, and revenue expansion by ensuring the engagement, success, and growth of Reveleer’s key account. The Customer Success Key Account Manager will ensure Reveleer customers successfully adopt the platform with a positive experience, driving growth for Reveleer through renewals and expansion.

Essential Functions

• Responsible for developing a strategy for your customer including relationship mapping, value outcomes, product adoption, customer experience, customer satisfaction and expansion.
• Assure the customer’s overall successful adoption of Reveleer platform technology and Reveleer’s timely fulfillment of related services throughout project lifecycle: onboarding to project close/billing.
• Be the one point of contact for the customer and coordinate and communicate cross functionally to resolve issues, relay feedback and expand opportunities.
• Monitor tickets and manage resolution through customer support and engineering groups. Do not manage or communicate on technical issues without technical support.
• Improve engagement approaches based on customer segmentation while leading a culture of continuous improvement.
• Provide strategic direction on revenue expansion in accounts, working closely with sales management to align strategies through cross sell and up sell opportunities through cross sell and up sell opportunities.
• Lead day to day management of multiple projects including, but not limited to, creating work plans, identifying, and resolving critical project issues, client meeting coordination, assisting in monitoring project progress through analytic reports and other administrative tasks.
• Monitor Client vital signs using data to identify potential growth opportunities or account risks.
• Conduct business reviews by demonstrating Reveleer performance through project outcome data, as well as packaging enhancements for areas needing improvement.
• Articulate changes to Reveleer’s technology product roadmap and support Clients through new feature/function adoption
• Act as the main POC, defining a success plan, ensuring mutually understood and agreed expectations and communicating issues clearly.
• Rally Reveleer’s internal teams and resources to drive our execution in-line with customer's business goals.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Discover and understand early churn signals and drive process throughout the organization to reduce churn and increase customer advocacy.
• Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate.
• Develop and foster executive level relationships within clients.
• Deliver quarterly partnership reviews.
• Participates in departmental and organizational meetings regularly.
• Follow the company’s code of conduct.
• Additional duties and responsibilities as assigned.

Position Success Metrics

• Customer Health Score
• Customer Retention
• Customer NPS
• Customer References
• Utilization of Platform Usage
• Expansion of services/software sold

Competencies

• Caring – Warm, sincere, calm, cool and collected energy and presence with the ability to develop relationships.
• Results Driven – Focus on achievement, motivated by results and outcomes, goal oriented.
• Analytical – Can look at data and determine any changes in trending or key performance indicators that could identify risk.
• Effectively Communicates – Speaks clearly, listens effectively, and responds well to questions; Writes clearly and informatively; Edits work for errors; Varies writing style to meet needs; Able to read and interpret information; Documents are accurate and delivered on time; Uses good judgement when communicating information.
• Problem Solver – Expertise managing client relationships and