Customer Success Executive

Summary

Join DexCare as a Customer Success Executive and manage a portfolio of enterprise clients, focusing on operational aspects. You will cultivate strong customer relationships, enhance retention through exceptional service, and serve as the primary operational contact. Collaborate with Regional Sales Directors to define and achieve success using journey mapping, business reviews, and account meetings. Gather customer feedback and communicate it effectively within DexCare. This role requires strong communication, presentation, and account management skills, along with experience in managing enterprise-level accounts.

Requirements

• 8+ years of customer success or account management experience
• Proven experience creating customer joint success plans, journey mapping, business reviews and managing enterprise accounts IDN level accounts both operationally and strategically
• Proven ability to communicate, present, and influence across all levels of the organization, including executive and C-level
• Proven ability to articulate the distinct aspects of products and services, as well as the ability to compare products against competitors
• Excellent verbal and written communication skills
• BA/BS degree or equivalent experience

Responsibilities

• Maintain, prioritize, and centralize operational issues aligned with customers’ program management to see them through to resolution (customer-facing comms)
• Retain and grow accounts within assigned book of business in partnership with the Enterprise Regional Sales Directors (ERSDs) by creating and developing personalized playbooks: joint success plans, customer journey mapping, strategic and operational account meetings, visiting customers onsite, business reviews, white space mapping, opportunity creation, and tracking
• Serve as the internal project manager for customers within their book of business and effectively utilizing and prioritizing issues for Support, Implementation, Product, Engineering, and other teams (internal accountability comms)
• Effectively communicate with the ERSDs and internal stakeholders regarding the health of the customer
• Report on forces that shift tactical budgets and strategic direction of accounts, maintain renewals, upsell pipelines, and provide weekly status updates
• Delivers consistent customer performance reporting and ROI to be used by ERSDs for account planning and strategy
• Manage and facilitate customer community, including activities in a Customer Resource Center and Customer Community events

Preferred Qualifications

Pacific Standard Time Zone preferred

Benefits

• Eligible for Annual Bonus
• Healthcare benefits, short/long-term disability coverage, life insurance, and 401k
• Paid Parental Leave
• Eight paid holidays & Unlimited PTO
• Hybrid and remote working arrangements