Fast Facts

Join Relias as a Manager of Enterprise Client Success, where you will lead a team to enhance client relationships and drive successful outcomes for healthcare organizations.

Responsibilities: Lead and mentor a team of Enterprise Client Success Managers, manage the renewal process, oversee customer engagement initiatives, and collaborate with cross-functional teams to ensure client satisfaction and retention.

Skills: 5 years of SaaS Client Success, 3 years of leadership experience, client relationship management, CRM tool management, and negotiation skills.

Qualifications: Bachelor's degree preferred, experience in healthcare and exposure to eLearning products and client success tools like Gainsight.

Location: Morrisville, NC; hybrid work environment with some required in-office presence.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $90,000 - $130,000.

Are you looking for a high energy, strategic, and fast-paced position as a Manager, Enterprise Client Success? 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

The Manager, Enterprise Client Success will be responsible for a team of Enterprise Client Success Managers (CSMs) that executes and promotes client value. The core focus of the Manager, Enterprise Client Success is to ensure the growth, development, and overall performance of their team.

WHAT YOU’LL BE DOING:

Leadership and Team Development:

• Lead, coach, and mentor a team of Enterprise Client Success Managers (CSMs) to ensure they effectively manage client relationships, drive customer value, and achieve renewal quotas. Foster a consistent approach to processes and strategies across the team to maximize client retention and growth.

Renewal Management and Support:

• Provide strategic guidance and support to CSMs in managing the renewal process.
• Work closely with the team to monitor renewal opportunities, address potential risks, and develop action plans to meet or exceed renewal quotas.
• Ensure that all renewal activities are executed in alignment with company guidelines and client satisfaction objectives.

· Customer Engagement and Value Realization:

• Oversee the team’s efforts in helping customers realize their business objectives and value through Relias solutions.
• Lead initiatives to improve customer engagement, focusing on proactive measures that enhance customer satisfaction and drive long-term retention.

Customer Success Program Management:

• Manage and refine the program for conducting rigorous and timely customer engagements.
• Ensure that engagements are well-documented, include clear follow-up procedures, and are designed to support both customer success and renewal goals.

Cross-functional Collaboration:

• Collaborate with other departments such as Sales, Operations, Engineering, and Product Management to support the CSM team in addressing customer needs, resolving issues, and driving improvements that impact client renewals and overall success.

Performance Monitoring and Process Improvement:

• Regularly review customer usage data, behavioral trends, and key performance indicators (KPIs) to identify opportunities for process improvements.
• Implement strategies to enhance the team's performance in managing renewals and meeting quotas.
• Continuously seek ways to optimize processes to support the strategic plan and client success objectives.
• Hold individual team members accountable for meeting expectations assigned within the department.

Team Staffing and Development:

• Ensure the CSM team is fully staffed, well-trained, and equipped to meet strategic goals, including renewal targets.
• Provide ongoing professional development opportunities and establish clear career path opportunities for CSMs within the team.

YOU’VE GOT WHAT IT TAKES IF YOU HAVE:

• 5 years of SaaS Client Success experience
• 3 years of leadership experience
• Experience working with complex enterprise organizations
• Bachelor’s Degree
• 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
• Negotiations: ability to strategically and effectively engage in discussions to reach mutually beneficial agreements with clients, partners, or stakeholders in the SaaS and/or eCommerce sectors
• Renewal Cycle Management: strategically manage and optimize the process of renewing client contracts or subscriptions in the SaaS and/or eCommerce sectors

IT WOULD BE IDEAL IF YOU HAVE:

• Saas customer service
• eLearning product experience
• Salesforce or other CRM experience
• Gainsight or other Client Success tool experience
• Exposure to the principles of adult learning theory
• Change management certification
• One or more MS Office certifications
• 4 years of experience in the healthcare field

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 40 days/quarter.

Company: Relias LLC 

Country: United States of America 

State/Region: North Carolina 

City: Morrisville 

Postal Code: 27560 

Job ID: 280654