Sr. Enterprise Customer Success Manager

Sr. Enterprise Customer Success Manager 

At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview

The role of the Sr. Enterprise Customer Success Manager (CSM) will focus on supporting and accelerating revenue growth, including upsell and cross sell opportunities, in an exclusive portfolio of high value, revenue generating clients. This includes some of the largest and best-known brands in the healthcare industry.  The ideal candidate for this role must enjoy working in a fast-paced, highly rewarding, collaborative, and customer-centric environment.  The role of the Sr. CSM plays a critically important role in both client retention and revenue growth.  As a member of the Customer Success team, we are all responsible for the success of our clients.   

For all full-time employees, we offer:

• Competitive health, dental, and vision benefits
• Guardian Hospital Indemnity coverage
• Life & LTD
• 401(k) matching up to 3%

Primary job duties:

• Client outreach to decision-makers and lead points of contact within a defined portfolio   of client-based accounts.  
• Develop a trusted advisor relationship with key accounts within a managed portfolio.  
• Problem-solve and devise solutions to meet the unique business needs of clients.  
• Collaborate with diverse teams and departments to achieve objectives of clients. 
• Successfully complete monthly business reviews (MBRs) and/or quarterly business      reviews (QBRs) with key clients based on client’s preferred cadence.  
• Complete bi-annual and/or annual onsite meetings with managed clients.  
• Model and forecast revenue performance based on factors that would increase and/or decrease and compress client revenue performance relative to budget.  
• Collaborate with our sales and marketing teams to identify and cultivate revenue generating opportunities. 
• Conduct product education webinars 

Expectations:

• Understand and demonstrate the proficiency of our proprietary software, Practice Management Bridge. 
• Strong and demonstrated understanding of payment card industry terminology, practices, and procedures.
• Strong and demonstrated understanding of the revenue cycle management process and how it pertains to the business operations of healthcare practices.
• Display effective communication, presentation skills and the ability to influence key-decision makers.
• Ability to manage multiple client initiatives with a strong attention to detail and follow through on behalf of clients.
• Demonstrate the ability to compile and analyze data, including strategic sales volume and revenue forecasting based on expansion and/or upsell opportunities within defined portfolio.
• Responsible for developing client-facing project plans, coordination of internal resources and team(s) to meet client commitments and manage and report risk to revenue based on any delays in the project plan.
• Expect on-site travel of 30% - 35% based on a cadence of quarterly, bi-annually, annually and/or as needed to support key client relationships, projects and/or needs.  

Minimum qualifications:

The role of Sr. CSM is critical to the success of our organization and clients.  The ideal candidate should possess the following attributes:  

The opportunity to partner with team members and cross-functional teams to solve client business problems, which can be both simple and/or complex. 

The willingness to go above and beyond for our clients is at the core of the role of the Sr. CSM.  The desire to do the right thing by escalating client issues and matching them with the appropriate resource(s) and following up to ensure the matter has been resolved to the customer’s satisfaction is expected.  

A successful Sr. CSM is responsible for the revenue retention and growth of their assigned accounts in the managed portfolio.  This includes developing a strategic plan for growth and/or to mitigate client risk.  Furthermore, the Sr. CSM must be able to quantify the revenue impact to their managed portfolio, reporting such fluctuations to the Sr. Director of Customer Success to aid in forecasting and/or reforecasting efforts.  

The ability to communicate with c-level decision makers and/or stakeholders is vitally important to success in this role.  

A fundamental component to the success of the Sr. CSM, and to our organization, is becoming the client’s trusted advisor.  This entails cultivating, building, and maintaining a strong rapport with key influencers and decision makers.  

The Sr. CSM must be able to learn and adapt to new technologies, while proficiently speaking to, demonstrating, and addressing client questions and/or concerns effectively.  Additionally, experience with customer relationship management (CRM) software and collaborative tools, such as Salesforce and the Microsoft suite of products, is a plus.  

The ability to operate independently, in a remote working environment, including creating a successful plan of action for continuing our accelerated growth, is a must in this role. This includes weekly and monthly updates on client-facing activities, updates on work with strategic accounts and tracking client engagement – introductory calls and QBRs – is critical to success in this role.  

A bachelor’s degree in a related field and three to five years of Customer Success or strategic account management experience and/or equivalent combination of education and experience is preferred. CSM Certification is preferred. 

 

 

About Us:

Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.