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Senior Client Success Manager – Enterprise

Details

TailorMed is a fast-growing, venture-funded startup that has built the nation’s largest network of patients, providers, pharmacies, partners, and life science companies focused on ensuring all patients across all medical conditions can afford treatment. Driven by TailorMed’s best-in-class platform, healthcare organizations can proactively identify, match, and enroll patients in financial assistance programs to deliver a world-class patient financial experience while reducing the cost of care delivery and increasing revenues.

The Senior Client Success Manager – Enterprise is responsible for the timely delivery, quality, health, growth and profitability of the company’s enterprise clients by ensuring that our solutions are delivered in alignment with that client’s objectives and key strategies while aligning and allocating all the needed internal and external resources to support such objectives.

In this role you will be front and center in ensuring value realization for TailorMed’s Enterprise clients. You will act as a primary point of contact; manage internal work streams to ensure on time and high-quality delivery of our solutions; drive product adoption and achievement of success metrics; and identify objectives, stakeholders, and growth opportunities across the customer organization.

Responsibilities

  • Develop and execute on an account strategy to drive product adoption, build stakeholder champions, elevate customer satisfaction, and grow accounts.
  • Keep a pulse on the ongoing customer ROI and be able to communicate to various customer stakeholder types both informally, and in formal business reviews.
  • Establish productive, professional, and interpersonal relationships with key personnel in assigned client accounts through all levels: from CxO to “working teams”.
  • Act as the liaison between clients and internal teams to mobilize needed resources and ensure high quality delivery.
  • Become an expert in the product and serve as a resource for customer questions.
  • Effectively demonstrate TailorMed’s technologies.
  • Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy.
  • Function as a trusted advisor for the client and represent their needs in the company.
  • Suggest solutions and innovative ideas to meet client needs while negotiating alignment between those needs and the company direction and resources.
  • Actively oversee, develop and maintain key projects and deliverables for enterprise
  • Clearly report status of projects to all stakeholders.
  • Work both remotely and in-person with TailorMed Deployment, Support, Training, Product, Sales, Finance and others to ensure all components of the engagement are on track to meet milestones and deliver planned value.
  • Travel independently or as a team for on-site executive business reviews and on-going project reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results.

 

Requirements

  • Bachelor’s degree
  • 8+ years of experience in customer success, PM, or consulting roles. Experience in the healthcare industry preferred.
  • Strong project and deployment management skills
  • Natural curiosity and desire to creatively solve problems
  • High emotional intelligence and the ability to manage complex projects
  • Broad end-to-end healthcare knowledge within the pharmacy, IDN and/or RCM preferred
  • Ability to execute and prioritize many tasks in a fast-paced environment
  • Ability to work independently and lead cross-functional teams
  • Possess process and change management skills
  • Outstanding communication (written and oral) and interpersonal skills

TailorMed is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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