Job Description

Guideway Care is working to provide superior patient engagement solutions to healthcare organizations. We pride ourselves on hiring team members who can work independently but also enjoy being part of a team and like to continuously learn and grow. We are looking for candidates who exemplify these qualities and who are excited to join our team to continue to make a difference for patients and their families.

Guideway Care is seeking an experienced and dynamic Customer Success Manager (CSM) to join our team. The CSM will serve as the primary point of contact for our healthcare organization clients, ensuring they realize the full value of Guideway Care’s innovative solutions. The ideal candidate will have a proven track record in sales or customer success, with a strong understanding of the healthcare industry and a passion for improving patient outcomes.

Key Responsibilities

• Client Relationship Management
  • Build and maintain strong, long-lasting relationships with assigned clients.
  • Act as the trusted advisor to clients, understanding their goals and aligning them with Guideway Care’s offerings.
• Customer Success Strategy
  • Onboard new clients, ensuring a seamless transition from sales to implementation.
  • Develop and execute tailored success plans to achieve client objectives.
  • Monitor customer health metrics and proactively address potential issues to ensure high levels of satisfaction and retention.
• Product and Service Optimization
  • Collaborate with clients to gather feedback and identify opportunities for product and service enhancements.
  • Partner with internal teams (Technical, Implementation, and Service Delivery Teams) to deliver exceptional results for clients.
• Upselling and Cross-Selling
  • Identify opportunities for upselling and cross-selling Guideway Care’s solutions to maximize client value.
  • Collaborate with the sales team to drive revenue growth within assigned accounts.
• Data-Driven Insights
  • Analyze and present client performance metrics to showcase ROI and the impact of Guideway Care’s solutions.
  • Provide regular updates and reports to clients on their program progress and success.

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field.
• 2-3 years of experience in customer success, account management, or sales, preferably within healthcare organizations or healthcare technology solutions.
• Proven ability to manage multiple client accounts and prioritize tasks effectively.
• Analytical mindset with experience using data to drive decisions and communicate value to stakeholders.
• Strong communication and interpersonal skills, with a talent for building rapport and trust.
• Demonstrated ability to identify and act on upsell and cross-sell opportunities.
• Familiarity with patient engagement, care navigation, or healthcare SaaS solutions is highly desirable.

Why Join Guideway Care?

• Be part of a mission-driven organization dedicated to improving patient outcomes and reducing healthcare costs.
• Work with a collaborative and supportive team passionate about making a difference in healthcare.
• Enjoy opportunities for professional growth and development within a fast-growing company.

Location
This position may be remote or onsite in Birmingham, Alabama.

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