SMB Client Success Manager

 

Are you looking for a high energy, strategic, and fast-paced position as a SMB Client Success Manager?  Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements.  We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent.  Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

 

The SMB Client Success Manager is a knowledgeable and supportive partner for small and medium sized Relias customers, with a core focus on building loyalty, ensuring long-term client retention, and helping customers achieve their strategic goals. The SMB CSM delivers engagement strategies with assigned customers to understand their goals, drive adoption of Relias products, secure their contract renewal, and identify growth opportunities.  

WHAT YOU’LL DO: 
•    Manage a portfolio of assigned accounts based on industry vertical, product, and ARR segmentation. 
•    Maintain consistent communication both internally and externally to ensure clients realize the value of Relias products and services. 
•    In collaboration with Account Management, develop strategic account plans for identified growth accounts. 
•    Collaborate with clients to set, capture, and track their goals. 
•    Identify client advocacy opportunities for clients who are champions of Relias. 
•    Work closely with Account Management and Sales Operations teams to ensure client renewals are carried out in a manner that maintains client satisfaction while retaining and maximizing revenue.  
•    Maintain renewal forecast for assigned book of business per department and company guidelines.  
•    Leverage digital engagement programs to nurture relationships at scale. 
•    Craft and deliver periodic reports for client stakeholders that connect product adoption with positive business outcomes. 
•    Regularly monitor client utilization to proactively identify and mitigate risk. 
•    Deliver periodic and ad-hoc platform best practices guidance and training as-needed. 
•    Advise assigned clients on how to leverage Relias products and services to achieve their desired outcomes. 
•    Assist management in ensuring processes are maintained and documented. 
•    Continuous improvement of departmental processes. 
•    Special projects as assigned. 

YOU’VE GOT WHAT IT TAKES IF YOU HAVE:
•    Bachelor’s Degree  
•    2 years’ experience in two or more of the following: Healthcare Industry, Client Success Management, Account Management/Sales, Software-as-a-Service (SaaS), Project Management  
•    Ability to effectively manage and nurture client relationships to achieve mutual success
•    Ability to effectively convey and exchange information, ideas, and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly, accurately, and appropriately, while also actively listening and understanding the messages received  
•    Ability to understand a client's needs and challenges, assessing the fit for the solution(s)
•    Ability to strategically and effectively engage in discussions to reach mutually beneficial agreements with clients, partners, or