Scaled Client Success Manager

Are you looking for a high energy, strategic, and fast-paced position as a Scaled Client Success Manager?  Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements.  We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent.  Join us and make a difference.

What Can Relias Offer You?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
• 20%+ annual employee promotion and transfer rate
• Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
• Professional development gained from conference attendance and participation in organizations like NC Tech
• Onsite 321 Coffee Shop providing free coffee and pastries to employees
• 20%+ annual employee promotion and transfer rate
• Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
• Professional development gained from conference attendance and participation in organizations like NC Tech
• Onsite 321 Coffee Shop providing free coffee and pastries to employees

The Scaled Client Success Manager helps our small and medium sized clients achieve their goals using Relias’ suite of solutions.  The Scaled Client Success Manager works both internally and externally to strategically support clients in a 1:many account ratio format with a focus on proactive engagement throughout the client journey to positively impact client metrics and desired outcomes.

WHAT YOU’LL BE DOING:
•    Proactively engage clients throughout their Relias journey to provide recommendations to improve adoption of products and consult on product best practices 
•    Host individual client training sessions to understand client goals and prescribe targeted solutions
•    Contact clients who have filled out NPS surveys to resolve issues and concerns
•    Work with clients to understand their contract terms, strengthen long-term relationships, and support initiatives to reduce risk and improve retention
•    Effectively manage/lead client expectations, handle crucial conversations, manage conflict with professionalism, and strive to maintain a positive client perception working with other departments to resolve issues/improve processes
•    Represent the voice of the client internally to support product roadmap and sales process

YOU’VE GOT WHAT IT TAKES IF YOU HAVE: 
•    Client Relationship Management (CRM): ability to effectively manage and nurture client relationships to achieve mutual success
•    CRM Tool Management: utilization of CRM tools to improve overall client experience
•    Client Discovery: understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
•    Subscription Awareness and Value: proactively review subscription details with clients, understanding contract terms, product utilization, guiding clients towards optimal use of their subscriptions (to prevent issues before renewal).
•    Renewal Readiness: influence retention through visibility, education and product adoption prior to renewing client contracts or subscriptions  
•    Communication: effectively convey and exchange information, ideas, and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly, accurately, and appropriately, while also actively listening and understanding the messages received
•    2+  years’ experience customer service, sales, or SaaS organization
•    Bachelor's degree

• IT WOULD BE IDEAL IF YOU HAVE:
•    SaaS customer service
•    eLearning product experience

Relias is an Equal Opportunity Employer and a Drug-Free workplace

In Office Requirement:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 30 days/quarter.

 Company: Relias LLC | Job ID: 283626