Enterprise Customer Success Manager - Toronto, Canada - AlayaCare

AlayaCare

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About AlayaCare:

AlayaCare is revolutionizing the way home health care is delivered.

Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care.

We're a fast-growing SaaS company with a team of 500+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions.

We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

About the role:

As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle.

As the key touchpoint for Enterprise organizations, the Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders.

Location, travel, and in-office requirements:

A day in the life:

Define the customer journey by setting expectations for key milestones and ROI set in the sales cycle.
Establish trusted advisor relationships with customer contacts, including executive leadership
Develop an 'influencer' relationship, while working with internal teams to deliver a bestinclass customer experience
Maintain and actively manage a healthy customer portfolio, building toward bestinclass Net Promoter Score and Net Dollar Retention outcomes
Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks
Address any escalated customer issues with speed and urgency, coordinating internal stakeholders
Prepare and deliver polished QBR (Quarterly Business Review) presentations to customers that uncover new business uses, adoption of best practices, and product roadmap updates; anticipate and proactively find information ahead of customer questions or concerns based on the QBR content presented
Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators
Help drive new business and reduce churn and building referenceable clients
Drive account growth outcomes through identifying expansion plays upsell opportunities
Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health
Participates in customerrelated or company travel as required (15%20% of the time on average)

What you'll bring to the team:

Completion of post-secondary education in a relevant field (ideally at the Bachelor's Degree level, though a combination of other post-secondary education coupled with relevant experience will be given equal consideration)
6+ years of experience working in a customerfacing role within a B2B SaaS environment
2+ years of experience working with large and enterprise sized customers within a Customer Success Management (or Account Management, permitted the role involves relationship/retention beyond just renewals/revenue) capacity
Experience with healthcare customers (or from within the healthcare space) is preferred, though not a requirement
Knowledge of the Canada and/or USA healthcare ecosystems or the postacute healthcare space is preferred; experience with home infusion customers or knowledge of the home infusion space would be a definite asset
Effective communication (both verbally and in writing) in the English language and the ability to adapt communication styles based on the audience
Direct experience delivering effective presentations and customer engagements virtually and inperson with stakeholders, particularly those at different levels and with varying degrees of technical acumen
Experience using presentation tools, virtual chat and conferencing tools, CRM software, Customer Success tools, and project management tools (bonus for direct experience with tools like ChurnZero, Slack, Zoom, Teams, Asana, Confluence, and HubSpot); comfortability in learning and adopting new tools and technology
Passion to understand customers' unique business goals and challenges and translating these to solutionsoriented options for customers
Hunger for continuous learning as it relates to AlayaCare's product offerings, processes, core customer markets, emerging markets, and trends within the North American postacute healthcare space
A teamplayer with the ability to build relationships with crossfunctional internal teams with the goal of delivering a bestinclass customer journey
Exudes AlayaCare's core values including being outcomesfocused, transparent, and customerobsessed

What Makes AlayaCare a Great Place to Work:

Our products have a positive impact on the lives of countless care workers and care recipients
Equity in a wellfunded, highgrowth company
Hybrid working