Client Success Manager

Job description

## **About us** TeleTracking began with a simple but powerful belief that **no one should wait for the care they need**. More than a slogan, it’s a promise to continually improve healthcare. TeleTracking builds **groundbreaking technology**incorporating deep **clinical expertise**. Our solutions are used in the nation’s largest healthcare systems and around the world to positively impact patients, families and communities. ***What’s your contribution to the TeleTracking story?*** When you choose to bring your passion and skills to help achieve our purpose, you’ll be part of a team that understands that there’s a human life behind every data point. Your skills, curiosity, and compassion—will help fuel our innovation and achieve the TeleTracking promise of revolutionizing modern healthcare. **About The Role…** The Client Success Manager (CSM) serves as the long-term strategic partner for a portfolio of health system clients. The CSM is the navigator ensuring clients know where they are, where they're going, and how to get the most out of the journey. You are the connective tissue between our clients' operational goals and TeleTracking's full solution ecosystem. This role is not a reactive support function. CSMs at TeleTracking are proactive, data driven partners accountable for client health, platform adoption, contract retention, and growth. You will be the internal voice of your clients and the external face of TeleTracking's value. This position requires up to 25% travel. **What You’ll Own…** **Client Relationship Management** - Serve as the primary point of contact for a defined portfolio of health system client's post-implementation. - Establish and maintain executive-level relationships with key stakeholders including CNOs, COOs, and VP-level operational leaders. - Conduct structured business reviews and strategic touchpoints that connect TeleTracking utilization data to client strategic priorities. - Proactively identify and escalate client risk signals before they become retention threats. **Platform Adoption & Value Realization** - Monitor utilization metrics and workflow compliance across client accounts; drive corrective action when adoption lags. - Partner with clients to identify unrealized value from existing TeleTracking modules and develop structured adoption roadmaps. - Translate clinical and operational objective into measurable TeleTracking use cases with defined KPIs. - Document and communicate client outcomes to reinforce renewal and expansion conversations. **Retention & Revenue Growth** - Own renewal accountability for your portfolio; forecast renewal risk and communicate pipeline status to leadership on a defined cadence. - Identify and qualify expansion opportunities including additional modules, sites, or enterprise agreements. - Partner with Sales and Strategic Accounts on upsell and cross-sell motion; provide credible client context that accelerates commercial decisions. - Maintain accurate account health records and opportunity tracking in Salesforce. **Issue Resolution & Escalation Management** - Coordinate resolution of complex client issues by engaging the right internal resources (Clinical, Support, Services, Product, and Engineering) with clear ownership and timelines. - Serve as a client advocate internally while maintaining credibility as a trusted advisor externally. - Manage escalations with a structured, documented approach; defined problem statements, accountability matrix, resolution milestones, and post-mortem summaries. **Internal Collaboration & Knowledge Transfer** - Maintain complete and current account documentation - stakeholder maps, health scores, open issues, contract details - accessible to all internal teams. - Collaborate with Implementation and Delivery teams during transitions to ensure continuity of client context and committed outcomes. - Provide structured feedback loops to product on client-reported gaps, friction points, and feature requests. **What You'll Bring...** **Required** - 5+ years in a client-facing role within healthcare IT, health system operations, or closely adjacent field (implementation, account management, or clinical informatics). - Demonstrated experience managing complex enterprise accounts with multiple stakeholders at varying levels of seniority. - Track record of owning and meeting retention or expansion targets. - Proficiency with CRM platforms (Salesforce preferred) and executive-level reporting. - Strong written and verbal communication skills; able to present to C-suite audiences with clarity and confidence. - Ability to interpret operational and utilization data and translate it into client-facing insights and action plans. **How We Measure Success...** Within the first 90 days, you will have completed portfolio onboarding and established a baseline health score for each account. On an ongoing basis, you will be measured against: - Gross Revenue Retention (GRR) across your portfolio. - Net Revenue Retention (NRR) including expansion. - Client Health Score trajectory (improving, stable, at-risk) - QBR/EBR completion rate and stakeholder engagement depth **Education** - Bachelor's degree required ***Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.*** **Benefits** - Employee Medical/dental/vision premiums paid 100% - family members without coverage Medical 100% - small cost for dependents on dental and vision, which start from day one! - Life and AD&D - Flexible Spending Accounts: Medical, Dependent Care, and Transportation - 401 (k) Retirement Savings - Tuition Reimbursement - Military Paid Leave (up to 6 months of base salary while on military leave) - Paid Time Off - Paid parental leave ***Disclaimer:*** *The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.* *TeleTracking is an Equal Opportunity/Affirmative Action employer. TeleTracking recruits qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, veteran status, physical or mental disability, genetic information, sexual orientation or preference, gender identity, marital status, or citizenship status.* *Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.*