Client Success Manager

OVERVIEW

Passionate about Customer Success? Mission driven and excited by the opportunity to help build a team from the ground up? Jaan Health is growing and we are searching for a Customer Success Manager to bring their enthusiasm for delivering value to the customer to our fast-growing CS organization. This is a critical role that will help build, refine and standardize processes  across our portfolio of clinical and health care organizations. You will achieve operational based KPIs while building and developing the team, all while engaging directly with the customer base.

Jaan Health is a high growth software company focused on leveraging accessible technology and artificial intelligence (AI) to drive better healthcare outcomes for patients while addressing the increasing cost and profitability challenges facing the healthcare industry. Our software-as-a-service (SaaS) platform, Phamily, provides healthcare systems and physicians with an AI-powered virtual care platform that enables them to efficiently and easily manage the chronic conditions and general healthcare needs of their patients between office visits, while also increasing their own reimbursement and financial sustainability in the process. Phamily helps transform healthcare from reactive episodic treatment to proactive care management.

Jaan Health believes every patient with a chronic disease deserves proactive attention, follow-up, and support from their care team. We also know that healthcare providers and their staff deserve to be paid for all of the traditionally unpaid time they are spending supporting their patients and keeping them healthy. Phamily is making both of these wishes into a reality.

We've helped tens of thousands of patients since our founding. We need your help to serve even more patients and revolutionize healthcare delivery!

RESPONSIBILITIES

As a Client Success Manager at Phamily, you are responsible for ensuring that clients are bought in and successful in leveraging the Phamily platform to deliver Great Care Management to their patients. You will serve as the primary operational point of contact to help clients navigate Phamily’s solutions and services. You will create and deliver strategies and train clients on best practices, to strengthen the impact of the Phamily solution within our client’s own customer set. You will provide expert guidance to clients that enables them to adopt, use and make informed decisions about how to leverage the Phamily solution to best deliver patient care. You will proactively monitor and engage users at each account to help them get the most out of Phamily, and coordinate cross-functionally as the voice of the customer to support client requests. 

The successful candidate will be a self directed, forward-thinking CSM who has a successful track record managing a multi-segmented book of business. This person is passionate about tackling difficult problems in healthcare and is excited by the ambiguity and opportunity that comes with working in a dynamic, fast-growing technology company

Requirements

REQUIREMENTS

• Legal authorization to work in the United States
• Stable internet connection
• Customer facing and growth oriented, camera on at all times
• Proficiency with Google Suite, MS Office, Asana 
• 2+ years in Customer Success, Account Management or other Commercial role
• Excellent project management skills and ability to collaborate across multiple internal and external stakeholders
• Exceptional written and verbal communication skills
• Proven success in building trust and driving results for a broad range of stakeholders: senior executives, IT, and day-to-day users of the software
• Ability to quickly identify underlying drivers of problems, quickly develop hypotheses, and execute on a path to solve
• Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction
• Tech-savvy and possess strong analytical skills: i.e., can analyze source material and verify accuracy and completeness of details. Proficient in Excel/Sheets.
• Strong presentation skills and proficient with Power Point and Google Slides.
• Growth company DNA -- ability to thrive in a dynamic, fast-paced startup environment
• Nice to have:
• Health Tech or SaaS background strongly preferred
• Healthcare, EMR, EHR Consulting, or Product Management experience
• Process building experience

Benefits

What We Offer:

• Competitive salary and benefits package.
• Medical/Vision/Dental plans provided for both you and your dependents at no or low cost (depending on selection)
• 401K with up to 4% match 
• Additional benefits offered such as Teladoc, Kindbody, Talkspace and more. 
• Healthy work life balance with flexible time off. 
• Opportunities for professional development and continuing education.
• A collaborative and innovative work environment.
• The chance to make a meaningful impact on patient care through technology.