Partner Success Manager

Summary

Join Abridge as a Partner Success Manager and play a crucial role in ensuring customer satisfaction and growth. You will build strong relationships with clients, provide ongoing support, and drive successful product utilization. This role involves collaborating with various stakeholders, identifying expansion opportunities, and advocating for partner success. Based in the Eastern or Central Time Zones, you will report to the Director of Partner Success and contribute to the company's overall success. The position requires proven experience in customer success and a strong understanding of the healthcare ecosystem. Abridge offers a comprehensive benefits package, including flexible PTO, equity, comprehensive health insurance, and professional development opportunities.

Requirements

• Proven experience as a Customer/Partner Success Manager or in a similar customer-facing role
• 3+ years of experience working in or with enterprise businesses, preferably health systems
• Strong understanding of the healthcare ecosystem, including the dynamics and challenges faced by large health enterprises and clinicians
• Clear and effective communication and interpersonal skills, with the ability to build trust and establish rapport with clinicians and stakeholders at all levels
• Technical aptitude and ability to quickly understand and effectively communicate complex software solutions
• Strong problem-solving skills, with a proactive and results-oriented mindset
• Ability to multitask and manage multiple client relationships simultaneously
• Strong organizational and project management capabilities

Responsibilities

• Build and maintain strong relationships with assigned customers including their clinicians to ensure retention and support continued growth
• Act as a trusted advisor to customers, offering guidance and best practices to growth utilization and adoption of Abridge across the organization
• Understand user workflows, pain points, and objectives to align our solutions with their needs
• Provide product training and onboarding support to clinicians, ensuring a smooth transition and optimal utilization of our solutions
• Proactively identify and address any issues or concerns raised by stakeholders and clinicians, collaborating with internal teams to provide timely resolutions
• Monitor and proactively communicate Abridge value, ROI and results including clinician satisfaction and adoption rates
• Proactively identify opportunities for improvement in end user experience and proactively address any adoption challenges identified within our data
• Collaborate with the sales team to identify expansion opportunities with existing customers, outlining goals, milestones, and action plans
• Conduct regular business reviews with key executive stakeholders to demonstrate value attainment, highlight growth and utilization, share learnings and best practices and align around continued opportunity to expand our collective impact
• Educate customers on upcoming product releases, new features, new products, and related best practices highlighting their potential benefits and ROI
• Track customer expansion metrics and contribute to revenue growth targets
• Support clinician users in partnership with the clinical success team and serve as the voice of the customer internally, sharing insights, feedback, and success stories to drive product and service improvements
• Collaborate with cross-functional teams, including sales, marketing, and product, to deliver a seamless customer experience
• Contribute to the development of partner success resources, such as knowledge bases, training materials, and partner success stories
• Coordinate responses to technical issues with internal and partner stakeholders

Preferred Qualifications

Familiarity with CRM software and customer success tools is a plus

Benefits

• Flexible/Unlimited PTO — Salaried team members can take off as much approved time off as they need, plus 13 paid holidays
• Equity — For all salaried team members
• Medical insurance — We pay 100% of the premium for you + 75% for dependents. 3 Aetna plans to choose from
• Dental & Vision insurance — We pay 100% of the premium for you + 75% for dependents. 2 Aetna plans to choose from
• Flexible Spending (FSA) & Health Savings (HSA) Accounts
• Learning and Development budget — $3,000 per year for coaching, courses, workshops, conferences, etc
• 401k Plan — Contribute pre-tax dollars toward retirement savings
• Paid Parental Leave — 16 weeks paid parental leave, for all full-time employees
• Flexible working hours — We care more about what you accomplish than what specific hours you’re working
• Home Office Budget — We provide up to $1,600 in a one-time reimbursement to set up your home office
• Sabbatical Leave — 30 days of paid Sabbatical Leave after 5 years of employment