At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en
We are looking for a Customer Success Manager to create and oversee EverHealth’s strategic customers. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. CollaborateMD, an EverHealth product, has been used by thousands of physicians who in turn have provided care to millions of patients. Our products can be completely tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API. Our people and the enthusiasm for healthcare is contagious. We’re one of the most tech-forward healthcare players in the EHR industry and our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company.
Responsibilities:
As Customer Success Manager you have a strong service delivery project and program management background with deep expertise in healthcare related service delivery. You love establishing best in class service delivery methodologies, standards, tools and processes to ensure that our products are delivered to our customers effectively and efficiently, assuring delivery on time with strong adoption/engagement. This role will report to the Manager of Customer Success at CollaborateMD.
- Be a great facilitator and problem solver building relationships internally and externally, focused around enabling customer growth, satisfaction, and product loyalty.
- Develop strong relationships with key stakeholders of our customers ensuring the best possible customer experience.
- Monitor customer’s usage of product(s) and services helping grow monthly recurring revenue by driving adoption and identifying new upsell and cross-sell opportunities.
- Develop individual success plans for each customer to ensure adoption, expansion, and loyalty across your portfolio.
- Be an expert on the CollaborateMD Platform maintaining a deep understanding of our technology and products.
- Have general knowledge of our EverHealth portfolio of products and how they add values to CollaborateMD customers.
- Understand customer needs and identify and share best product workflows that help them close process gaps and improve success metrics.
Skills and Experience needed for success in this role:
- Bachelor’s Degree preferred
- 3+ years relevant service/relationship management experience
- Prior SaaS account management experience highly desired, healthcare industry experience is a plus.
- Experience handling multiple tasks required.
- A willingness to take initiative and solve problems.
- An orientation toward constantly improving processes and management best practices.
- A willingness to share with the team practices at your prior companies that helped create great customer experiences.
Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
Benefits and Perks:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
Compensation: The target base compensation for this position is $60,000 to $70,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!
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