Full-Time

Enterprise Customer Success Manager

Posted on 5/24/2024

Alayacare

Alayacare

501-1,000 employees

Cloud-based home health care software solution

Data & Analytics

Senior

Toronto, ON, Canada

Required Skills
Sales
Communications
Requirements
  • 5+ years in a customer facing role in an enterprise-level customer success or Acct Manager role in B2B environment
  • SaaS experience or experience working with post-acute software solutions
  • Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations
  • Demonstrated experience working with U.S. healthcare customers
  • Ability to anticipate needs, innovate, and flourish in a fast-paced environment
  • Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data
  • Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention
  • Collaborative team player with exceptional relationship and interpersonal skills
  • Contributes to a culture of transparency and accountability and has a track record of operating with high-integrity and honesty
Responsibilities
  • Define the client journey by setting expectations for key milestones and ROI set in the sales cycle
  • Establish trusted advisor relationships with customer Executive team, developing an ‘influencer’ relationship, while working with internal teams to deliver a best-in-class customer experience
  • Maintain and actively manage a healthy client portfolio, building toward best-in-class 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
  • Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates
  • 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

AlayaCare offers a comprehensive cloud-based home health care software solution, incorporating clinical documentation, back office functionality, client and family portals, and mobile care worker features, focusing on enabling the delivery of quality care in the home environment through innovative technology.

Company Stage

Series D

Total Funding

$255.4M

Headquarters

Montréal, Canada

Founded

2014

Growth & Insights
Headcount

6 month growth

2%

1 year growth

9%

2 year growth

2%