Senior Customer Success Advisor

About the role

HME is seeking a Senior Customer Success Advisor to lead the day-to-day "HME Experience" for a designated account base. This position requires building relationships with key stakeholders, monitoring customer health and utilization trends, and collaborating with internal teams to ensure successful long-term customer relationships.

Responsibilities

• Builds relationships with key stakeholders in the customer’s organization, acts as the trusted/strategic advisor with customers and drives continued value.
• Maintains and identifies customer health and utilization trends, providing recommendations based on risk and customers' business needs.
• Identifies customer retention risk and collaborates with internal teams to remediate and ensure successful long-term customer relationships.
• Works with clients to establish meaningful cadences for reporting and meetings with clearly defined objectives, stakeholders, milestones, risks, and metrics for success.
• Oversees the overall use of HME solutions, including onboarding of new services, special event-based initiatives, and large-scale changes/migrations.
• Works in concert with Account Managers and other members of the HME Team to meet and exceed customer’s expectations, grow market share and revenue across all HME Products and Services.
• Identifies, clearly communicates, and manages risk through proactive touchpoints and takes the lead in developing resolution strategies.
• Fully understands customer’s business and workflow to establish credibility with a consultative approach.
• Introduces and implements new products and features to customers based on needs uncovered during strategic customer conversations.
• Leverages deep functional expertise to increase customer usage of existing services across the entire franchise base.
• Acts as an internal liaison between members of the "account team" and the various departments across HME (Support and Operations, Product and Development, Finance).
• Works with HME Customer Support teams to identify chronic issue patterns or trends and assists in aligning resources to correct.
• Acts as the voice of the customer internally at HME. Gathers feedback directly on services/support and proactively addresses and escalates.
• Promotes expansion opportunities by partnering with Account Managers to ensure successful closure.
• Assists in annual and ongoing account planning.

Qualifications

• Strong verbal and written communication skills, including preparation and presentation for the C-Level audience.
• Excellent organizational skills to proactively manage multiple priorities and track a variety of tasks with a strong sense of urgency to meet deadlines.
• Attention to detail.
• Effective customer service and problem-solving skills.
• Advanced proficiency with Microsoft Office (Excel/Word/PowerPoint).
• Effectively conveys pertinent information verbally and in writing to project team, customers, and others in a constructive manner.
• Proven conflict resolution skills.
• Minimum of 5 years related experience required.
• Experience in a customer-facing Customer Success, Account Management, Technical Account Management or Service Support required.
• Bachelor's Degree in Business strongly preferred or equivalent experience.
• Project Management Professional (PMP) preferred.

Benefits

The posted pay range, $75,200 - $100,300, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions.