TigerConnect
Santa Monica, CA

Sr. Client Success Manager at TigerConnect

| Santa Monica
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LOCATION:       Santa Monica, CA or Remote
TITLE:                Sr. Client Success Manager
REPORTS TO:   Territory Director, Client Success

The Sr. Client Success Manager will own and oversee relationships with TigerConnect’s strategic mid-tier customers. Drawing upon the ability to manage accounts, the Sr. Client Success Manager needs to be an active listener and strategic thinker who can strike the appropriate balance between the customer’s needs and the company’s business objectives. They will thoroughly understand their clients current business objectives, short and long term strategic goals, and provide meaningful insight on how clinical communication workflows can be improved through the use of TigerConnect products and services. This insight should include use cases that are value based, provide desirable outcomes and have proven ROI. In addition, they will increase user adoption, contribute to revenue goals through ensuring renewals and upsells, and be able to identify key business processes where our products and services will provide value and ultimately overall customer satisfaction.

Bringing at least 2 years of account management experience within a healthcare or technology setting, the ideal candidate will have a history of managing complex customer relationships and demonstrated success in identifying upsell opportunities in the client base. The Sr. Client Success Manager will develop relationships with executive champions and clinical and IT leaders, assess existing workflow processes and make recommendations on how to better utilize the TigerConnect product suite.

The role requires a strong mindset that is customer focused, data driven, relationship based and compelled to identify new opportunities for increased revenue and utilization. The Sr. Client Success Manager will work closely with other internal teams (Sales, Clinical, Implementations, Support, Product) to provide the basis for a solid client relationship. An integral part of the role is also to understand and provide client data to assist in developing new sales opportunities and increase utilization.

What You’ve Accomplished:

  • At least 2 years in account management, professional services or operations position within the healthcare industry or healthcare setting.
  • Education: BA/BS required, Master’s degree in business, healthcare administration or other healthcare-related field preferred
  • Proven success selling into the base, upselling, and nurturing existing customer relationships through products and services
  • Experience working with both IT and Clinical teams, leadership and end-users
  • Experience managing an account portfolio of 150+ clients
  • Examples of Client Success stories that demonstrate value and ROI

What You Bring to the Table:

  • An understanding of health-system and clinical workflows and clinic and hospital operations
  • Understanding of Salesforce and/or other CRMs
  • Disciplined record keeping concerning client engagement
  • Ability to develop, maintain and grow relationships across the client organization and within the client’s executive leadership
  • Strong communication with clients via multiple tools both digital and personal
  • Ability to Identify new opportunities for increased revenue and improved adoption
  • Proactive, positive, self-starter with a passion for continually improving the processes around you
  • Strong commitment to ensuring customers’ business objectives are achieved
  • Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
  • 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
  • Ability to successfully plan and prioritize work to meet objectives aligned with organizational goals
  • Ability to research information on client’s org, analyze customer usage data and develop recommendations based upon data insights
  • Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth
  • Ability to adapt and manage change
  • Ability to develop and deliver communications that convey a clear understanding of the unique needs of the different audiences
  • Ability to work in a team-based, collaborative environment
  • Excellent presentation and meeting facilitation skills
  • World class problem-solving, critical thinking, communication, and relationship-building skills
  • Willingness to travel 20% including local, regional, and national

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 7,000 healthcare organizations, TigerConnect maintains 99.99% verifiable uptime and processes more than 10 million messages each day. We are recognized as a top Cyber Security Company to Know, one of the 5 Sizzling Silicon Beach Startups to Watch by Entrepreneur, Best Places to Work in Healthcare 5 years in a row (2015, 2016, 2017, 2018, and 2019) and Built In LA’s 2021 Best Places to Work, Best Midsize Companies to Work, Best Paying Companies and Best Perks & Benefits

Why We’re Different:

  • We are the largest provider of clinical communication and collaboration solutions in the U.S.
  • We're making much-needed, major changes in the healthcare industry - allowing nurses and doctors to treat more patients, more quickly
  • 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.

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Where we are

2110 Broadway, Santa Monica, CA 90404

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ErlangLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen
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What are TigerConnect Perks + Benefits

TigerConnect Benefits Overview

- Prime office space in the major tech ecosystems of California (Silicon Beach and Silicon Valley) each complete with a loaded kitchen and tons of other perks (rock climbing wall, food trucks, yoga, happy hours & more)
- An opportunity to work closely with a proven executive team, board, and growth-focused leaders (www.tigerconnect.com/about)
- A fun environment that embraces a “work hard-play hard” culture
- Competitive salaries
- Medical, dental, and vision benefits
- 401K with matching plan
- Life Insurance coverage
- Group Long Term Disability
- FSA & Dependent Care
- Employee Assistance Programs (EAPs)
- Additional Voluntary Insurances (legal, pet and critical illness)
- Exclusive discounts for destination travel, restaurants, and much more

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to _12__ weeks of parental leave for the primary caretaker.
Flexible Work Schedule
Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
TigerConnect sponsors family oriented events Quarterly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
TigerConnect provides weekly Wednesday Food Trucks and a fully stocked kitchen with various snacks, breakfast and lunch foods.
Happy Hours
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
TigerConnect offers employees professional development opportunities like Onsite training courses and the ability to attend job related conferences and seminars.
Lunch and learns
TigerConnect hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes : 1-to-1 programs, Cross-department programs, Leadership mentoring.
Online course subscriptions available
Customized development tracks
Paid industry certifications
We have paid industry certifications available.

An Insider's view of TigerConnect

What’s the vibe like in the office?

Our office was recently remodeled and features a more functional layout and many inspirational murals. As for the people working in the space, they are all very connected with one another. During this pandemic, we have really focused on retaining that environment while remote with weekly yoga classes, Friday happy hours, and ad hoc social events.

Thomas

Director, BD & Channel Partnerships

What does your typical day look like?

One of my favorite things about TigerConnect is the transparency and openness of the company. We kickoff each week with a company all-hands where the strategy and vision are discussed.

Everyday is different - while some companies are slowing down, TigerConnect is accelerating which means more projects and the ability to really make an impact.

Les

Sr. Web Developer

How has your career grown since starting at the company?

Leadership at TigerConnect always encourages me to expand and apply my knowledge into other areas. I applied myself to work on projects across all platforms with cross-functional teams. This helped me grow from QA Eng to Sr. QA Eng and then to the Mobile QA Manager. I've always liked to explore, learn and grow and TigerConnect allows me to do that.

Yelena

Mobile QA Manager

How do you empower your team to be more creative?

I think it starts with being a collaborative leader. I find the most effective way to inspire creativity is to present challenges to my team members and ask them to solve problems. COVID has created a myriad of opportunities for our healthcare company to solve challenges for our healthcare clients.

Sarah

Chief Customer Officer

What kinds of technical challenges do you and your team face?

My team is responsible to provide product support for our customers. We have to be empathetic and understanding of their situations and able to provide in-depth knowledge of our products and their functionality. To accomplish this, we ensure training and documentation is current and have designated SMEs for the products and services we offer.

Jose

Sr. Director, Client Care

Jobs at TigerConnect
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