Remote Principal Customer Solutions

Summary

Join our team as a Principal of Customer Solutions at Elation Health to work with innovative clients, drive strategic planning, and build strong relationships. This role offers an exciting opportunity for a strategic-minded professional to contribute to the long-term success and growth of our organization.

Requirements

• 7+ years of Consulting / Customer Success / Client Solutions / Account Management experience
• 3+ years Healthcare experience required, experience with Primary Care organizations strongly preferred
• Successful track record with upselling or net new sales
• Ability to ramp and build rapport quickly
• Strong communication skills (internal and external)
• Desire to deliver quality and timely customer service
• Problem solving and risk mitigation
• Experience managing large, multi-stakeholder customers with competing priorities
• Strong business acumen

Responsibilities

• Proactively address potential risks and issues that might affect client retention
• Analyze client usage and feedback to provide insights to product and service teams, driving continuous improvement
• Facilitate customer escalations cross-functionally and provide appropriate expectations externally
• Drive the strategic planning for your book of business, outlining growth opportunities, potential challenges, and tailored engagement strategies
• Stay abreast of industry trends and insights to inform and adjust strategies as necessary
• Own, cultivate and strengthen relationships with key decision-makers within our largest clients
• Ensure ongoing client satisfaction through regular check-ins, understanding their evolving needs and addressing concerns promptly
• Inspire others and build strong relationships, and creating a true followership. In a collaborative team setting, you'll work closely with others but also autonomously with little direction
• Engage closely with internal stakeholders, including product, sales, marketing, and service teams, to align on client needs and ensure cohesive messaging and service delivery
• Share client feedback internally to shape the future direction of products and services
• Regularly monitor, analyze, and report on your book of business health, growth, trends, and risks
• Maintain up-to-date account records and ensure timely communication of relevant insights to senior leadership
• Design and implement comprehensive frameworks tailored for strategic advisement and issue resolution, ensuring a standardized yet flexible approach to engaging with our largest enterprise clients
• Lead cross-functional workshops and sessions to define the client lifecycle, gaining input from sales, marketing, product, onboarding, and other relevant teams
• Continuously review and iterate on the frameworks based on feedback, performance metrics, and evolving business needs
• Identify upsell and cross-sell opportunities to expand our footprint within each strategic account, and partner with Sales to close
• Collaborate with internal teams to tailor and present additional solutions that address the unique challenges and opportunities faced by each client