Customer Success Executive

Summary

Join Prominence, an award-winning data enablement firm revolutionizing healthcare, as a Customer Success Executive. You will be responsible for driving customer satisfaction, post-sale revenue expansion, and building strong relationships with executive stakeholders. This role requires extensive experience in customer success within the healthcare IT industry and a proven track record of managing executive relationships and driving revenue growth. You will develop and implement multi-year account management plans, identify upsell opportunities, and ensure high customer satisfaction. Prominence offers a collaborative work environment, opportunities for professional growth, and a comprehensive benefits package.

Requirements

• Extensive experience (10+ years) in customer success, account management, or a related field within the healthcare IT industry
• Deep experience in delivering services to Healthcare Providers, preferably in a tech-enabled delivery methodology
• Proven track record of managing executive relationships and driving revenue growth through strategic account management
• Deep understanding of healthcare systems, data analytics, and Epic’s EHR
• Exceptional problem-solving skills and the ability to develop creative solutions to complex challenges
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers
• Strong organizational skills and the ability to manage multiple priorities and stakeholders
• Must be able to sit or stand at a computer and work independently
• Must be legally authorized to work in the United States without sponsorship

Responsibilities

• Create multi-year account management plan that aligns our services and support with our clients’ organizational goals
• Identify and pursue cross-sell and upsell opportunities, managing pricing, SOW creation, and opportunity management in Salesforce while securing new business by effectively responding to RFPs
• Build and maintain a strong pipeline to ensure net revenue retention
• Monitor customer contracts and ensure they are consistently renewed
• Set up and lead customer-facing quarterly business reviews, including at least one onsite annually where appropriate
• Conduct quarterly strategic solutioning sessions with internal SMEs
• Accountable for customer satisfaction with services provided
• Build, manage, and expand relationships with executive stakeholders (Executive Director/VP/C level)
• Oversee the successful handoff from sales to implementation
• Collect an NPS score for every customer
• Quickly learn Prominence’s offerings and capabilities
• Effectively engage our internal subject matter experts to provide value to our clients and to architect meaningful solutions
• Develop the ability to explain, in depth, Prominence’s methodologies and services
• Join regular touchpoints to stay updated on customer active projects, changing priorities, and challenges
• Proactively identify opportunities for Prominence to solve challenges that your customers are experiencing, create a value proposition for solving those challenges, and present those solutions to your customers
• Consistently share best practices and success stories from other customers
• Identify value add services to build trust and demonstrate commitment
• Serve as a point of escalation for critical project issues, intervening when necessary
• Ensure high KLAS rankings and secure strong customer references through exceptional service delivery
• Maintain a pulse on all ongoing Prominence projects to identify and mitigate risks proactively

Preferred Qualifications

• Professional : Demonstrates a high degree of professionalism by treating others with respect, keeping commitments, building trust within the team, working with integrity, and upholding organizational values ("Do Great Work and Move Mountains")
• Organized : Capable of managing multi-faceted work streams efficiently, ensuring smooth project flow
• Self-Motivated : Adept at managing personal schedules, meeting deadlines, and monitoring work quality independently
• Highly Adaptable : Quickly acclimates to new project assignments and diverse work environments
• Creative : Approaches problems with a solution-oriented mindset, working collaboratively to find novel solutions
• Communication : Effectively conveys clear and concise messages that resonate with the intended audience, both in written and verbal forms
• Proactive : Anticipates potential issues, addresses concerns before they escalate, and effectively raises them when necessary
• Team-Oriented : Passionate about mentoring and guiding others, thrives in a team-based environment

Benefits

• Competitive Salaried and Hybrid Compensation Plans
• Health Care Plan (Medical, HSAs, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Dependent & Health Savings Accounts
• Short Term & Long Term Disability
• Paid Time Off (Vacation/Sick & Public Holidays)
• Training & Development Fund
• Technology Stipends (for Qualifying Roles)
• Work From Home
• Charitable Giving to Causes You Believe In