Senior Customer Success Manager

Senior Customer Success Manager – Northeast US (NY, NJ, CT, MA, RI)

 At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview:

The role of the Senior CSM will focus on supporting and accelerating revenue growth, including upsell and cross sell opportunities, across our most exclusive highest value clients. This includes some of the largest and best-known brands in the healthcare industry.  The ideal candidate for this role must enjoy working in a fast-paced, highly rewarding, collaborative, and customer-centric environment and have previous experience interacting with C-Level executives in the Dental/Medical space. The role of the Sr. CSM owns both client retention and revenue growth.  As a member of the Customer Success team you will become the Trusted Advisor for your assigned portfolio and build strong relationships with your clients both onsite and remotely.  High EQ is a must- with helping the customer meet their business objectives paramount for success in this role

For Full-Time Employees we offer:

• Competitive health, dental, and vision benefits
• Guardian Hospital Indemnity coverage
• Life & LTD
• 401(k) matching up to 3%

Primary Job Duties:

• Build relationships with C-level and VP-level decision-makers and primary points of contact within a defined portfolio of accounts.  Develop a trusted advisor relationship.  
• Partner with senior leaders at the customer to understand, problem-solve and devise solutions to meet the unique business needs of your assigned portfolio clients (6 to 10) ensuring value, adoption, and growth. Identify and mitigate risk to ensure strong revenue growth in your assigned portfolio of accounts
• Successfully complete Executive Business Reviews (EBRs) with key clients based on client’s preferred cadence (most often quarterly or monthly).  
• Collaborate with departments across Rectangle Health to deliver the highest level of customer satisfaction and business results for clients
• Collaborate with Sales Account Management and Marketing teams to identify  revenue generating opportunities within your portfolio
• Partner with assigned Executive Sponsor to ensure a white glove customer experience
• Partner with finance to provide guidance on revenue performance relative to budget.
• Be able to seamlessly shift across many different needs and requirements of your customers and deliver a personalized success plan that meets their business goals

Expectations:

• Demonstrate understanding of payment card industry terminology, practices, and procedures.  Ideally has worked in payments previously
• Demonstrate understanding of the revenue cycle management process and how it pertains to the business operations of healthcare practices.
• Understand and demonstrate the proficiency of our proprietary software, Practice Management Bridge
• Display effective communication, presentation skills and the ability to influence key-decision makers.
• Ability to manage multiple client initiatives with a strong attention to detail and extreme follow through on behalf of clients.
• Demonstrate the ability to compile and analyze data, including strategic sales volume and revenue forecasting based on expansion and/or upsell opportunities within defined portfolio.
• Responsible for developing client-facing project plans, coordination of internal resources and team(s) to meet client commitments and manage and report risk to revenue based on any delays in the project plan.
• Expect on-site travel of 30% - 50% based on a cadence of 4 times per year per customer  and more frequent as needed to support key client relationships, projects and/or needs.

Minimum Qualifications:

The ideal candidate should possess the following attributes:  

• Education/Experience: A bachelor’s degree in a related field and seven to ten years of Customer Success or strategic account management experience and/or equivalent combination of education and experience is preferred. Payments industry and healthcare (dental/medical) experience is required.
• Relationship Building :A fundamental component to the success of the role and to our organization, is becoming the client’s trusted advisor.  This entails cultivating, building, and maintaining a strong rapport with key influencers and decision makers.  
• Customer Oriented: A willingness to go above and beyond for our clients is at the core of the role.  The desire to do the right thing by escalating client issues and matching them with the appropriate resource(s) and following up to ensure the matter has been resolved to the customer’s satisfaction is expected.  High EQ is a must
• Collaboration: The opportunity to partner with team members and cross-functional teams to solve client business problems, which can be both simple and/or complex. 
• Communication Skills: A proven ability to communicate with C-level and VP-level decision makers and/or stakeholders is vitally important to success in this role 
• Technical Skills: Must be able to learn and adapt to new technologies, while proficiently speaking to, demonstrating, and addressing client questions and/or concerns effectively.  Experience with customer relationship management (CRM) software and collaborative tools, such as Salesforce and the Microsoft suite of products.  
• Organizational Skills: The ability to operate independently, in a remote working environment, including creating a successful plan of action for continuing our accelerated growth, is a must in this role. This includes weekly and monthly updates on client-facing activities, updates on work with strategic accounts and tracking client engagement – introductory calls and QBRs – is critical to success in this role.  

About Us:

Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.