Enterprise Customer Success Manager

Location: United States - Remote

Reports to: Vice President of Customer Experience

About Us

Procurement Partners build easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, and invoicing. We help thousands of facilities and their staff reduce their expenses and time spent procuring items so they can increase the time available where it matters most, caring for their patients and residents. Procurement Partners now include both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare.

We are backed by a growth-oriented investment firm that is scaling up rapidly and wants you to join our organization! If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

About the Role

As an Enterprise Customer Success Manager, you’ll be a trusted advisor to our largest and most strategic customers in the post-acute space to increase the value our solution delivers to their organization. By building exceptional relationships with each customer that you manage, you'll deliver value at all stages of the customer journey to drive mutual success and growth. If you're a proactive customer champion - passionate about solving problems, connecting customer value to growth, and advising customers - you'll bring tremendous value to our customers and company!

What You’ll Do

• Function as the voice of the customer and provide internal feedback on how Procurement Partners can better serve customers
• Expertly navigate customer stakeholders and execute Executive Business Reviews, status calls, mutual account plans, and playbooks to drive continued adoption and customer outcomes
• Partner with the customer to create alignment of common goals, identify growth or risk opportunities, and communicate performance metrics and insights.
• Direct all services projects by coordinating resources across sales, support, customer services, product, interoperability, and the executive team to optimize strategic account plans to deliver on advanced customer needs
• Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally across Technical Support, Sales, Implementation, Product, and the Executive Team to drive resolution.
• Maintain a deep grasp of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
• Serve as a Trusted Advisor: Bring deep curiosity and thought leadership to our customers with industry expertise, knowledge, business acumen, and technical understanding of the Procurement Partners platform

What You'll Bring

• 3+ years experience working at a SaaS company
• Experience and general knowledge of the procurement and post-acute healthcare spaces
• Experience and comfort interacting with and influencing C-level executives
• Strong presentation, meeting facilitation, and written communication skills
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately
• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness
• Ability to travel (5-10%) to customer locations with advanced notice