Client Success Manager

Summary

Join Raintree Systems as a Client Success Manager and play a pivotal role in shaping the future of therapy technology. This fully remote position, available in select U.S. states, focuses on account retention, product adoption, and net revenue retention. You will build strong client relationships, manage client concerns, and ensure successful product implementation and utilization. Collaboration with internal teams and contribution to process improvements are key aspects of this role. The ideal candidate possesses a Bachelor's degree, 4+ years of relevant experience, and strong client management skills. Raintree offers a comprehensive benefits package, including remote work, paid time off, health insurance, 401k matching, and more.

Requirements

• Bachelor's degree in Business Administration, Management or Accounting with a technology-related minor is desired
• 4+ years related experience, including: Software implementation and/or consulting services
• Managing client engagements that involve both large and enterprise scale SaaS clients
• Managing key client relationships for enterprise scale SaaS clients with complex requirements
• Working with third party technology partners on collaborative implementation plans
• Implementation and/or Consulting leadership experience within the healthcare vertical
• Knowledge of Electronic Medical Record, Patient Engagement, Medical Billing, and Business Information & Analytics systems
• Ability to think outside of the box
• Must keep track of, analyze, and find solutions to complex concerns that are often found in disjointed data
• Able to assess the biggest problems and prioritize to impact the most clients in a positive way
• Must be the client’s advocate, ready to go to bat to tackle whatever tasks are needed internally
• Ability to communicate clearly and directly while staying organized
• Must be able to truly understand the client’s pain and come up with the best solutions
• Really listen to clients, care about their experiences, and convey that you care
• Must be a driven self-starter with ability to work independently in a fully remote position

Responsibilities

• Build and maintain strong relationships within assigned accounts, serve as their primary point of contact.  Achieve a consultative value based Trusted Advisor relationship by maintaining complete command and control of all of the clients’ key initiatives and areas of concern.  Directly responsible for managing client concerns to resolution by working with any needed parties in Raintree
• Work closely with other Raintree teams to ensure a consistently positive client experience by providing oversight and management for client complaints and concerns and seek to improve the client experience
• Ensure that the product roadmap benefits from as much of the voice of the client as possible, especially as it pertains to delivering world-class implementation capabilities
• Work with the management team as needed to ensure appropriate visibility/prioritization of client concerns so that resolution can be achieved
• Ensure the successful design, implementation, and management of QBRs for Enterprise Clients. Weekly meetings with assigned clients (~20)
• Monthly health checks
• Quarterly Business Reviews
• Semi-annual NPS collection from key stakeholders
• Collaborate with the sales and marketing team on account strategy and identify opportunities to upsell services and products.  Drive sales efforts by conducting presentations
• Conceptualize, champion and lead department and company initiatives around improving processes and strategy that ultimately serve greater client retention
• Assist external departmental personnel in strategically critical issues as the need arises

Benefits

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave