Artera is hiring a
Customer Success Executive

Summary

Artera is hiring a Customer Success Executive for their VIP enterprise segment. This individual contributor role requires 6-10+ years of experience in customer success, professional services, or operations positions within the healthcare industry or SaaS based companies. The role involves managing complex customer relationships and developing strategies to improve revenue through up-selling and cross-selling via Customer Success Qualified Leads.

Requirements

• BA/BS required
• 6-10+ years in customer success, professional services, or operations positions within the healthcare industry or SaaS based companies; or a combination of 4-8 years related experience and an advanced degree
• Experience being a strategic and consultative partner to customers
• A deep understanding of patient workflows and hospital operations
• Finely honed relationship building skills, ranging from C-suite to IT and clinical end users
• Deep understanding of Salesforce CRM and disciplined record keeping concerning customer engagement
• Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
• Comfortable with managing ambiguity, even when things are not defined or the way forward is not certain
• Ability to analyze customer usage data and develop recommendations based on data driven insights
• Effective at prioritizing customer needs and elevating issues that will have the most impact on customer satisfaction, retention, and growth
• Available to travel around 20-30%

Responsibilities

• Acts as a post-sale customer point of contact, using industry business processes, strategic thinking, product knowledge, and technical expertise to increase product adoption and utilization
• Assists in customer renewals and focuses on improved customer retention
• Develops strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads
• Fosters high-level relationships with customers to assure strong relationships are intact at the value realization and buyer level
• Works with the customer on a mutually agreed upon Customer Success Plan to drive increased value for Artera’s products and services
• Handles escalations and coordinates across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
• Strategic partner to customers to drive metric driven results where applicable
• Able to understand complex customer challenges and find ways to use our products to help customers resolve issues
• Highly consultative with customers and provides tools and processes to improve the overall Customer Success organization

Preferred Qualifications

• Expertise working with healthcare related data and technologies; hands-on experience with leading electronic medical records (EMRs)
• Familiarity with Gainsight
• Master’s degree in business, healthcare administration, or other healthcare-related field

Benefits

• Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability
• Company equity, voluntary benefits, 401(k) and more!
• Manager development cohorts, employee development funds
• Generous time off. - Company holidays, Winter & Summer break, and flexible time off
• Employee Resource Groups (ERGs)
• Committed to Diversity, Equity, and Inclusion