Customer Success Executive

Summary

Join Hippocratic AI, a leading healthcare AI company, as a Customer Success Executive. You will manage key client relationships in the pharma industry, ensuring successful product deployment and client satisfaction. Responsibilities include relationship management, project management for implementations, and proactive communication with clients and internal teams. This role requires extensive experience in client relations within the pharma/health-tech space, excellent communication skills, and a collaborative approach. The position involves significant travel and requires expertise in enterprise software. Hippocratic AI values in-person teamwork and expects employees to work in the Palo Alto office five days a week.

Requirements

• Bachelor’s degree from an accredited university
• 10-15 years of experience working with executive-level clients in the pharma and/or health-tech space
• Willingness and ability to travel (a minimum of 50%) as needed
• Expert-level proficiency in enterprise software
• Prior experience in client relations or a similar field
• Excellent written and oral communication skills
• Well-organized and detail-oriented, with a high degree of ownership of work
• Collaborative approach and open-mindedness to create solutions with Operations and Clients
• Comfort in interacting with all levels of internal staff, management, and client partners
• Ability to work in a fast-paced environment, prioritize, and balance multiple projects
• Team player mentality: results-driven, proactive, and capable of working autonomously
• Flexibility to embrace change in a rapidly evolving work and market environment

Responsibilities

• Develop and maintain strong, long-term relationships with key client stakeholders and establish strategies to foster customer loyalty and satisfaction
• Manage day-to-day relationships with client operational users to create and model a world-class service culture and ensure smooth delivery of Hippocratic products
• Serve as a project manager in leading all product implementations and operational execution consistent with the Hippocratic’s established implementation methodology, change management approach, and program governance
• Work directly with assigned clients to meet ongoing operational needs in a timely and efficient manner
• Ensure timely resolution that meets department standards and follow through on client concerns and comments (error resolution)
• Provide routine feedback to operations and engineering leadership regarding service issues and service expansion opportunities
• Actively gather and analyze customer feedback to drive product enhancements and service excellence
• Maintain routine communications with critical client partners, adjusting to the business's needs, including, but not limited to, reporting accuracy and delivery of insights to clients
• Build and maintain relationships with client partners and key internal stakeholders, resulting in: 100% client retention was measured by a client survey
• Establish program success metrics and reporting structure & cadence with customers' executive leadership
• Meeting existing client KPI targets
• Employ creative problem-solving skills to tackle challenges and enhance customer experience
• Work closely with technical support, product development, and sales teams to ensure cohesive service delivery and customer success
• Act as a liaison between the customer and internal teams, facilitating effective communication and collaboration
• Collaborate with sales, technology, and operations to ensure a consistent understanding of customer needs
• Drive new program implementation activity to the satisfaction of the client and internal work groups
• Understanding and delivery of reporting/contractual obligations
• Create and maintain project planning documents and hold all areas accountable for meeting deadlines
• Create shared understandings of possible gaps
• Partner with leadership to facilitate prioritization of milestones and client commitments across operations, product, and technology teams
• Leverage customer success to drive new opportunities through referrals, webinars, and joint event/conference participation, working with Hippocratic’s executive leadership, engineering/operations team, and marketing support teams
• Provide feedback to our product engineering team on product improvements and new features based on customer engagement and competitive intelligence
• Develop and maintain a deep understanding of our product roadmap and our implementation strategy

Preferred Qualifications

• Start-up experience, particularly in the healthcare or technology sectors
• Experience in creative problem-solving to enhance customer experience
• Familiarity with project planning and meeting deadlines in collaborative settings
• Strong understanding of product roadmaps and implementation strategies
• Experience providing feedback for product improvement based on customer engagement and competitive intelligence
• Ability to leverage customer success efforts to drive new opportunities through referrals, webinars, and joint event participation