Compensation Overview

$120,000 - $160,000

Senior

Remote

Required Skills

Agile

Sales

Communications

Marketing

Requirements

2+ years supporting Fortune 500 accounts / Enterprise customers
5+ years in healthcare consulting or a customer success role with a health-tech company
Commercial Experience
Experience driving new and expansion sales
Proven experience leading and managing high touch customer relationships while achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
Previous experience creating client growth plans
CS
Experience driving software adoption and leveraging customer success best practices
Willing and able to address escalated client issues with speed and urgency
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Possesses a strong leadership presence with communication and interpersonal skills that inspire and motivate your customers and co-workers
Empathy for customers and curiosity to understand their needs and pain points
Self-starters who take the initiative to get things done
Problem Solving
Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
Misc
Able to collaborate across the organization and with external stakeholders
Experience successfully working with senior (C-level) executives

Responsibilities

Focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
Drive customer outcomes, product adoption and customer experience
Lead the implementation scoping as part of the sales process
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Reduce churn and drive new business growth through greater advocacy and reference ability
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Lead a culture of continuous improvement
Define and optimize the Enterprise customer lifecycle by driving programs with Product and Operations to improve engagement approaches based on customer segmentation
Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc) to create best in class CS Playbooks
Help to Build a world-class team:
Recruit and develop a high performing teammates
Foster collaboration within the Medallion team and across customers
Drive operational practices to track performance of teams and individuals
GTM mindset
Help drive the overall vision and strategic plan for the Enterprise Customer Success Team
Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
Drive account growth outcomes:
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Reduce churn and drive new business growth through greater advocacy and referenceability

Desired Qualifications

Professional services experience is a plus

About Medallion:

Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over two years, we’ve launched our platform, built an all-star team, powered hundreds of great companies, and served thousands of healthcare providers across the industry. To date, Medallion has saved over 250,000 administrative hours for our customers!

Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.

About the Role:

Our Customer Success team is looking for an Enterprise Engagement Manager who will be responsible for maintaining a portfolio of Medallion’s largest enterprise customers. This role is critical to defining our long-term success for our Enterprise customers through scoping and leading implementations, defining scalable support models, running bi-weekly check-ins, and working cross-functionally with our Operations, Customer Support, Product, and Engineering teams to keep track of progress on accounts.

We’re looking for someone who is resourceful and thrives in a challenging, fast-paced environment. Your role will have a direct impact on top-priority, and company-wide goals and will provide accelerated learning opportunities with a world-class team.

You will partner closely with the Sales team and cross-functional partners to ensure Medallion’s customers achieve a significant return on and drive business success with their Medallion investment.

Compensation for this role is between $120,000 - $160,000 depending on location and level

Responsibilities:

Focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
Drive customer outcomes, product adoption and customer experience
- Lead the implementation scoping as part of the sales process
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Reduce churn and drive new business growth through greater advocacy and reference ability
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Lead a culture of continuous improvement
- Define and optimize the Enterprise customer lifecycle by driving programs with Product and Operations to improve engagement approaches based on customer segmentation
- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc) to create best in class CS Playbooks
Help to Build a world-class team:
- Recruit and develop a high performing teammates
- Foster collaboration within the Medallion team and across customers
- Drive operational practices to track performance of teams and individuals
GTM mindset
- Help drive the overall vision and strategic plan for the Enterprise Customer Success Team.
- Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
- Drive account growth outcomes:
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Reduce churn and drive new business growth through greater advocacy and referenceability

Skills and Requirements:

2+ years supporting Fortune 500 accounts / Enterprise customers
5+ years in healthcare consulting or a customer success role with a health-tech company
Commercial Experience
- Experience driving new and expansion sales
- Proven experience leading and managing high touch customer relationships while achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
- Previous experience creating client growth plans
CS
- Experience driving software adoption and leveraging customer success best practices
- Willing and able to address escalated client issues with speed and urgency
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Possesses a strong leadership presence with communication and interpersonal skills that inspire and motivate your customers and co-workers
- Empathy for customers and curiosity to understand their needs and pain points
- Self-starters who take the initiative to get things done
Problem Solving
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
Misc
- Able to collaborate across the organization and with external stakeholders
- Experience successfully working with senior (C-level) executives
- Professional services experience is a plus

#LI-Remote

Medallion

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Website

View Company Profile

Medallion's mission is to remove as much regulatory complexity as possible so that their customers and providers can focus on what they do best—providing care to patients.

Company Stage

Series C

Total Funding

$88M

Headquarters

San Francisco, California

Founded

2019

Growth & Insights

Headcount

6 month growth

↑ 0%

1 year growth

↑ 18%

2 year growth

↑ 100%

INACTIVE