HiLabs (www.hilabs.com) is a health data analytics company with product offering to healthcare payers and providers in the United States of America. Its clients range from fortune 50 companies to government entities. The company has a strong VC backing, excellent management team from best Business schools and brilliant data engineers from top engineering colleges of the world.
As a Manager - Customer Success you will be accountable for driving customer engagement and customer satisfaction - ultimately customer retention. You will be accountable for increasing meaningful product adoption across our client base. You will build long-term enterprise-level, strategic relationships and expand our footprint within existing key accounts and contribute to the strategic and financial goals.
You will play a pivotal role in shaping best practices and ensure best-in-class Customer Success strategy. You will be responsible for mentoring and providing executive level support to the teams for engagements and customers in the Healthcare space.
Understand customer’s business, strategic goals, and requirements to demonstrate value delivered with HiLabs’ product suite.
Demonstrate deep empathy for our customers and work as a consultant to build creative partnerships that deliver value to both sides.
Educate Customers about HiLabs product suite and use cases. Ensure revenue retention and identify opportunities to expand product adoption.
Drive product implementation ensuring all KPIs are met for adoption, experience and expansion for your portfolio of customers.
Ensure account-level governance, by driving regular meetings with the key customer stakeholders.
Delight customers, by deeply understanding and empathizing with the customer experience, representing their opinion with HiLabs Product, Engineering teams, and bringing necessary change quickly.
Mentor the members of the Customer Success organization
Provide ongoing support to build and cultivate Customer trust
Lead discussions along with business development team members to educate prospective customers about HiLab’s product offerings, use cases, ROI and help define and scope pilot engagements/ PoC’s
Need to have
7 – 9 years of professional experience in a customer success-related role - business analyst, client management and strategic account management for a portfolio of accounts, or product management in the Healthcare space
Experience leading implementation teams and proven experience of successful implementations
Passion to understand customer needs and create solutions that delight
Desire to take ownership and drive work product forward / to completion
Able to craft a compelling story and effectively communicate vision and value of HiLabs to a variety of stakeholders at all levels
Able to prioritize and focus on the most important opportunities in an environment with competing demands
Able to pay careful attention to deliverables to minimize avoidable errors
Desire to roll up your sleeves and get things done
Strong analytical ability and problem-solving skills. Both quantitative and qualitative analysis experience, with the ability to drive to trend identification and actionable insights
Strong ability to drive cross-functional teams to alignment in the midst of ambiguity
Ability to adapt quickly and juggle multiple competing priorities in a fast-paced environment
Strong verbal and written communication skills with the ability to comfortably and effectively communicate, articulate with a variety of business leaders, management and cross-functional teams
Strong interpersonal skills; demonstrated ability to work collaboratively with a wide range of individuals at all levels
Good to have
Experience in healthcare payer industry
Ability to develop and present complex business reviews and executive presentations