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Location: Baltimore, MD or remote (CST or EST)
Reports To: VP, Business Development and Client Success
Client Success Associate
emocha empowers every patient to take every dose of medication through our digital adherence and coaching platform. Our technology radically improves adherence, reduces costs, and strengthens the patient-provider relationship. If you are someone who loves action, problem-solving, and program development in the healthcare space, we’d love to hear from you.
Job Overview
The Client Success Associate’s goal is to make sure customers love our solution, our team, and the entire emocha experience. This position is responsible for leading the implementation process for new customers, growing current contracts, and leading customer support. In this role you will help customers maximize the value they receive from emocha’s SaaS product.
Responsibilities include:
Maintaining regular communication with customers upon implementation new product features, up-sells and renewals, and outstanding support issues
Designing efficient workflows and processes to work effectively with Customer Support, Patient Solutions, Product, and Sales
Curating touch points along the customer journey to drive adoption, contract renewal, and NPS
Identification of growth opportunities for current customer contracts
Communicating customer feedback to product and tech team to help improve product and customer experience, and triaging bugs to customer support team
Collaborate with team at emocha to support coordination of product communications on new features and marketing campaigns to current SaaS customers
Developing and evolving onboarding trainings and refresher material to ensure understanding and full adoption of product
Ensure the timeliness, effectiveness, and overall success of new client implementations by organizing and leading implementation experience, from sales handoff through onboarding and training of emocha software
Coordinate, lead, and document quarterly account review calls with all SaaS customers and identify opportunities for growth
Give presentations and trainings to customers, and travel to client sites as needed
Contribute to the development and sharing of client success / account management best practices
A successful candidate for this role will have excellent communication and organizational skills that will help communicate the value emocha offers to public health departments, health systems, and providers across the country. The Client Success Associate will proactively address issues that might impact customer's relationship with emocha or the value they receive from our product and tech-enabled service. The success of this role will primarily be measured by customer retention and contract growth and is a great fit for any candidate who has prior experience in managing and growing commercial relationships.
Requirements:
At least 5 years experience in renewing/retaining B2B SaaS client relationships
BA/BS 4-year degree
Direct experience with customer support or managing customer success team
Background in building and managing customer relationships and partnerships
Prior success in achieving outstanding client renewal rates
Proficient with Google Workspace Suite (Google Docs, Sheets, etc) and salesforce.com (CRM)
Excellent interpersonal communication skills, multi-tasking, and thinking on your feet
An entrepreneurial spirit and ability to problem solve
Independent and proactive work style; flexible thinking; and genuine interest in empowering patients to live healthier lives
Strong communication, organization, and presentation skills
High emotional Intelligence or ability to read and respond to a situation in the best interests of emocha and our clients
Bonus points if you:
You're excited about rolling your sleeves up and crafting a plan for strategic growth at the same time, with an amazing team
Have an understanding of infectious and chronic diseases within healthcare, digital health, and the startup work environment
Have worked with public health or providers
Speak more than one language
Benefits:
Competitive salary
12 days vacation, 10 days paid sick leave, plus holidays
Health, dental, vision, short and long term disability benefits
401K retirement savings plan
An amazing and talented team of individuals excited to solve the challenges facing our healthcare system!
About emocha:
We’re on a mission to solve medication adherence. We combine world-class science, technology, and design to empower every patient to take their medication. Our team includes passionate and talented individuals and our platform has been used by health departments, clinics, hospitals, and ministries of health across the country and world.
We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We believe in reflecting the diversity of our customers, and their patients, in our team. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. emocha is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental ability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.