Client Success Manager

Summary

Join Juvare, a leading SaaS company in emergency preparedness technology, as a Client Success Manager specializing in healthcare. You will be the primary point of contact for clients, ensuring their success with Juvare solutions. Responsibilities include building client relationships, driving solution adoption, and acting as a liaison between clients and internal teams. This role requires a Bachelor's degree, 5+ years of experience with Federal Agencies, and strong communication and problem-solving skills. The ideal candidate will have experience in emergency preparedness, business continuity, or public health. Location is flexible, with a preference for the Washington DC area or remote within the US. Success will be measured by client adoption, satisfaction, retention, and lead generation.

Requirements

• Bachelor’s Degree required
• 5+ years of experience working with Federal Agencies
• A verifiable track record of working in teams to solve complex problems with a high degree of ambiguity and changing priorities
• A demonstrable ability to effectively communicate with and present to a range of stakeholders
• Prior experience in persuading clients to try new and better ways to solve existing challenges
• Prior experience in responding to escalations with professionalism and client success in mind
• Substantive experience in driving adoption of new software solutions or processes to a range of stakeholders
• Superior attention to detail required
• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards

Responsibilities

• Serve as the lead point of contact for all client success matters. This means: Creating and maintaining client success plans for key accounts, and monitoring client health on assigned accounts
• Identifying key decision makers and stakeholders and building and maintaining long-lasting and high-trust relationships with them
• Ensuring that clients are aware of latest solution features and best practices
• Ensuring that clients are aware of Juvare Support Center resources for tactical problems
• Highlighting the ROI or value received from client use of Juvare solutions in quarterly or annual business reviews
• Mediating client issues and knowing when and how to escalate issues to other parts of the organization
• Build and strengthen the Juvare Community™. This includes: Surfacing useful, inspirational, or exceptional client use of our solutions for sharing in informal lunch-and-learn or webinar sessions with other clients
• Planning and executing on “Office Hours” around urgent topics that impact our stakeholders
• Leading meetings with all levels of audiences including C-level, management, and end-users
• Deepen commercial relationships: your goal will be to maintain and deepen our commercial relationships in alignment with our Core Values. This includes: Ensuring timely renewals for existing contracts
• Identifying and engaging with stakeholders who would be interested in using our solutions for new use cases
• Identifying stakeholders who would benefit from new modules or solutions and making introductions to the sales team
• Be the voice of the Client to Juvare. This means: Providing timely updates using Salesforce to keep leadership informed of client health, external risk that would impact our relationships, and opportunities for expansion
• Tracking and providing timely updates using our internal technologies to keep other departments aware of issues and escalations
• Partnering with Product Management and Delivery to ensure that client feedback is incorporated into new product and services offerings
• Collaborating with peers and leadership to ensure that your expertise helps us – as a company – to understand our clients and industry better than anyone else
• Advocating on behalf of the Clients to ensure that we remain their trusted and preferred partner
• Know or determine what the “right” thing to do is, and do it. As knowledge workers, we deal with complexity and ambiguity that can sometimes defy a checklist, but by using our Core Values and our existing process infrastructure, you can nevertheless simply and solve the problem. Some non-exhaustive examples include: Understanding and being aware of Juvare information security policies and standards
• Always protecting company and client information
• Promptly informing the Compliance Officer or hot line of any information security issues
• Maintaining compliance with Juvare policies
• Take on other duties as assigned

Preferred Qualifications

Previous work experience as a client success manager or equivalent preferred