Strata Decision Technology
Senior Customer Success Manager
Strata Decision Technology, Chicago, Illinois, United States, 60290
Senior Customer Success Manager
Location: Chicago, IL or St. Louis, MO (Hybrid). This role is part of the Customer Success Management team, helping customers post‑go‑live to drive continuously increasing value and improve financial management processes.
Responsibilities
Account planning : assess how Strata can help customers deliver on their strategic objectives related to financial management; gain insight on customers’ strategic priorities, match opportunities with sale and retention of software & services, develop road‑map and manage commitment, collect insights on impact, and collaborate with the Account Executive to generate leads.
Renewal management : lead the renewal process to ensure customers continue to invest and achieve retention targets; assess and quantify renewal risks, establish & facilitate risk‑mitigation strategies with Services and Product leadership, and negotiate renewal terms in alignment with Strata standards and ARR growth.
Product & utilization : ensure customers fully utilize purchased products; communicate and underline value proposition of Strata solutions, facilitate current‑state analysis via scorecards, and measure driving improvement in system adoption & democratization.
Engagement : keep customers informed and engaged through the annual User Summit, surveys, webinars, thought‑leadership and networking opportunities.
Experience : serve as the 'Go-to' resource / owner of account health, resolve recurring or complex support issues, and drive escalations.
Executive presence : facilitate executive communication both internally and externally with escalations, account strategies, and the Strata value proposition.
Operations : support design of new CSM programs and optimization of current programs.
Qualifications
5+ years of experience in customer success management, project management or customer services roles.
7‑10 years of experience in healthcare (provider, payor, healthcare IT).
Strong relationship‑management and customer service skills.
Self‑motivated and comfortable navigating unexpected scenarios.
Demonstrated ability to lead & engage cross‑functional teams to solve complex problems.
Salesforce experience is a plus.
Nice to have : understanding of Strata’s market and ability to speak to customers regarding the problems solved by our solutions.
Estimated Salary Range $113,000–$130,000 base (actual salary determined by skill set and experience). Additional discretionary variable pay programs are available, and a comprehensive benefits package is offered.
Benefits
Retirement benefits
Health and welfare benefits
Paid time off
Parental leave
Life and accident insurance
Other voluntary and well‑being benefits
Work Environment This role is hybrid with flexibility to work from home, but requires occasional in‑person meetings at our campuses in Chicago and St. Louis.
Equal Opportunity Strata Decision Technology is an equal‑opportunity employer and encourages applications from women and underrepresented groups.
Contact & Application If you require reasonable accommodation in completing this application, interviewing, or any pre‑employment testing, please contact careers@stratadecision.com.
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Responsibilities
Account planning : assess how Strata can help customers deliver on their strategic objectives related to financial management; gain insight on customers’ strategic priorities, match opportunities with sale and retention of software & services, develop road‑map and manage commitment, collect insights on impact, and collaborate with the Account Executive to generate leads.
Renewal management : lead the renewal process to ensure customers continue to invest and achieve retention targets; assess and quantify renewal risks, establish & facilitate risk‑mitigation strategies with Services and Product leadership, and negotiate renewal terms in alignment with Strata standards and ARR growth.
Product & utilization : ensure customers fully utilize purchased products; communicate and underline value proposition of Strata solutions, facilitate current‑state analysis via scorecards, and measure driving improvement in system adoption & democratization.
Engagement : keep customers informed and engaged through the annual User Summit, surveys, webinars, thought‑leadership and networking opportunities.
Experience : serve as the 'Go-to' resource / owner of account health, resolve recurring or complex support issues, and drive escalations.
Executive presence : facilitate executive communication both internally and externally with escalations, account strategies, and the Strata value proposition.
Operations : support design of new CSM programs and optimization of current programs.
Qualifications
5+ years of experience in customer success management, project management or customer services roles.
7‑10 years of experience in healthcare (provider, payor, healthcare IT).
Strong relationship‑management and customer service skills.
Self‑motivated and comfortable navigating unexpected scenarios.
Demonstrated ability to lead & engage cross‑functional teams to solve complex problems.
Salesforce experience is a plus.
Nice to have : understanding of Strata’s market and ability to speak to customers regarding the problems solved by our solutions.
Estimated Salary Range $113,000–$130,000 base (actual salary determined by skill set and experience). Additional discretionary variable pay programs are available, and a comprehensive benefits package is offered.
Benefits
Retirement benefits
Health and welfare benefits
Paid time off
Parental leave
Life and accident insurance
Other voluntary and well‑being benefits
Work Environment This role is hybrid with flexibility to work from home, but requires occasional in‑person meetings at our campuses in Chicago and St. Louis.
Equal Opportunity Strata Decision Technology is an equal‑opportunity employer and encourages applications from women and underrepresented groups.
Contact & Application If you require reasonable accommodation in completing this application, interviewing, or any pre‑employment testing, please contact careers@stratadecision.com.
#J-18808-Ljbffr