Customer Success Manager

Company Overview

Intrahealth, a subsidiary of HEALWELL AI Inc. (TSX: AIDX), is an enterprise class EHR provider supporting approximately 20,000 providers and the care delivery of tens of millions of patients and clients across Canada, Australia and New Zealand. Intrahealth provides a suite of flexible software solutions to a wide variety of customers including health authorities, hospitals, public health outpatient centres, community health, home care, ambulatory care and diverse health care professionals. Intrahealth’s solution is highly configurable and is ideal for complex health environments. To learn more about Intrahealth, please visit https://intrahealth.com.

Position Overview

Intrahealth is looking for a high-energy Customer Success Manager. As a Customer Success Manager, you will play a vital role in ensuring the success and satisfaction of our clients. This position involves analyzing customer data, providing insights, and collaborating with cross-functional teams to enhance customer experience and drive retention.

Our ideal candidate is proactive, a quick learner, an excellent communicator, and can identify solutions in a complex business environment in a customer friendly and timely manner.

Responsibilities

• Own overall relationship with assigned customers, which includes increasing adoption, ensuring retention, and ensuring high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop customer success strategies and best practices, as well as customer support content.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
• Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement.
• Work with the sales and marketing team to drive customer references and develop case studies.
• Champion an insights-to-action approach focused on understanding what our customers value most and building solutions that achieve our business goals.
• Relentlessly engage customers and gather insights about our product and services.

Requirements

• BSc/BA or equivalent work experience
• 5+ years of industry experience.
• Bilingual (French and English).
• Experience with Electronic Medical Record software.
• Excellent understanding of customer success principles and key success criteria.
• Experience with client relations or customer management.
• Ability to solve complex and ambiguous problems using experience, creativity, and sound judgment.
• Ability to work effectively in a team environment and independently.
• Excellent communication skills.
• Strong analytical skills, results-oriented, customer-oriented attitude, good strategic and conceptual thinking skills.
• Demonstrated experience with Electronic Medical Record software
• Highly organized and able to manage multiple priorities and deadlines effectively.
• Self-motivated, proactive, and able to work both independently and as part of a team.

Intrahealth is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success.

The salary range for this role is from $60,000 to $80,000 to $100,000.

Our salary ranges are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Intrahealth. For experienced individuals, we typically hire at or around the midpoint of the range. The top portion of the salary range is reserved for employees who demonstrate sustained high performance and impact at Intrahealth. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.