LOCATION: Santa Monica, CA or Remote
TITLE: Client Success Manager
REPORTS TO: Director, Client Development

At Tigerconnect, we’re on a mission to transform and improve communication and workflow in hospitals and the healthcare industry overall. This is without a doubt a tall task, but one that we believe is possible with the right group of dedicated, thoughtful trailblazers. Today some of the largest organizations rely on TigerConnect to send millions of messages every day, and to sleep well at night knowing their messages are safe. We’re a fun, hungry, innovative group of people who are passionate about transforming the way individuals and organizations communicate.
TigerConnect is currently seeking a Client Success Manager (CSM) to work within our Client Organization to manage the relationship,renewals, product adoption and growth for specific clients. With an entrepreneurial spirit, you will effectively network with the C-Level, VP’s, and other select Clinical and IT leadership in order to achieve successful execution of renewals and the identification of upsell opportunities. The CSM must be an active listener and strategic thinker in order to identify the client's goals and objectives for Clinical Communication. The CSM will use this insight to identify value-based Use Cases which will increase user adoption, drive upsells, support successful client renewals and, ultimately, contribute to overall revenue goals. The CSM will be able to recognize opportunities where TigerConnect products and services can provide additional value to our clients and are ultimately responsible for overall customer satisfaction. This is a wonderful opportunity to become part of the growing TigerConnect team, with the potential to help define the vision for how we grow. 

What You'll Own:​

• Establish relationships for an assigned group of clients as the Trusted Advisor
• Execute tailored outreach plans using both digital and personal approaches to gain access to the client leadership and top product users in both the IT and Clinical departments.
• Partner with customers to understand their strategic business goals, timelines, priorities, and metrics of success.
• Leverage emails, phone calls, LinkedIn, TigerText and other communication vehicles to effectively connect with the customer and better understand how they are using TigerConnect at a grassroots level.
• Relay important findings such as Use Cases and overall usage trends to internal management, clinical team, sales team and marketing.
• Partner with sales and implementation to ensure smooth transitions of service.
• Identify and provide client data to assist sales on upsell opportunities.
• Manage the renewal process for assigned clients
• Coordinate sales demos for clients with identified opportunities.
• Proactively identify high risk customers, escalate issues as necessary and make recommendations about how best to remedy any issues that arise.
• Analyze and monitor customer usage data to draw insights regarding the client’s internal workflows with the product. 
• Communicate usage data to the client with the goal of modifying user behavior, increasing user productivity, driving further adoption and recommending other TigerConnect products and services to assist the client in their Clinical Communication goals.
• Conduct regular check ins with clients and send regular utilization reports to select customers as necessary.
• Conduct annual Executive Business Reviews with clients.
• Research healthcare and technology industry practices and apply them to TigerConnect’s business goals
• Gather and assess client satisfaction
• Drive client referrals and references for products and services
• Track and record interactions with clients
• Responsible for keeping Gainsight and Salesforce up-to-date

What You've Accomplished:

• Have a BS/BA in Communications, Marketing, Business Administration, Clinical or related field.
• 3+ years of work experience in sales, account management and/or project management
• 2 years in a healthcare client facing position
• Proven track record working in a customer-facing environment leading to increased client engagement and satisfaction.
• Experience with Salesforce or other related CRM technology
• Previous experience in a technology or healthcare sales environment is a plus.
• Previous experience in SaaS, Mobility or Cloud related industries a plus.

What You Bring to the Table:

• Excellent relationship skills
• Ability to quickly adapt to shifting demands and different situations.
• Be an effective communicator across all levels of management and product users
• Able to create clear communication using both digital and personal outreaches
• Be persuasive and adaptable with a positive attitude
• Possess strong analytical skills
• Ability to analyze customer usage data and develop recommendations based upon those data insights.
• Accountable – holds self (and others) accountable for their commitments
• Ability to work well under pressure
• Ability to successfully plan and prioritize work to meet personal and team objectives.
• Ability to prioritize customer needs and elevate issues that will have the most impact on customer satisfaction, retention, and growth.
• Ability to think strategically –able to focus on big picture goals and not get stuck in the day-to-day details
• Ability to problem-solve & negotiate effectively.
• High interest in sales and business development.
• Able to quickly, clearly and effectively escalate issues to leadership
• Ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain –makes sound decisions, even in the absence of complete information 

Who We Are:

TigerConnect is healthcare’s most widely adopted communication platform – uniquely modernizing care collaboration among doctors, nurses, care teams, and patients. TigerConnect is the only solution that combines a consumer-like user experience for both clinical and patient communication with serious security, privacy, and clinical workflow requirements that today’s healthcare organizations demand. TigerConnect accelerates productivity, reduces costs, and improves patient outcomes.

Trusted by more than 6,000 healthcare organizations, TigerConnect maintains 99.99% verifiable uptime and processes more than 10 million messages each day. 

It is recognized as a top Cyber Security Company to Know, one of the 5 Sizzling Silicon Beach Startups to Watch by Entrepreneur, Best Tech Startups in Santa Monica (2019 & 2020) and a Best Places to Work in Healthcare 5 years in a row (2015, 2016, 2017, 2018, and 2019). TigerConnect currently has over 150 employees with offices in Santa Monica, San Jose, and Shanghai.

Why We’re Different:

• Prime office space in the major tech ecosystems of California - Silicon Beach and Silicon Valley - each complete with a loaded fridge and tons of other perks (think rock climbing wall, food trucks, yoga, happy hours & more)
• An opportunity to work closely with a proven executive team, board, and serial entrepreneurs (www.tigerconnect.com/about)
• A fun environment that embraces a “work hard-play hard” culture
• We have team members that love what they do and are willing to go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows
• This is a full time opportunity with a competitive salary, medical benefits, and 401K matching plan
   

TigerConnect is an Equal Opportunity Employer.

*Recruiting firms that submit resumes to TigerConnect without first entering into a written contract with TigerConnect will not be entitled to any compensation on candidates referred by that firm.