Senior Customer Success Manager (Remote)

Remote

Commercial /Full-Time/ Remote

Company Overview:

Accorded is an actuarial intelligence company with a mission to build a frictionless, sustainable value-based care (VBC) contracting ecosystem. Through our proprietary technology platform, we provide world class actuarial operations solutions to help our customers navigate the complex landscape of healthcare finance and risk management required for VBC contracting. Our team of dedicated professionals is committed to delivering excellence and driving success for our customers.

Position Summary:

Reporting to the Head of Customer Solutions, the Senior Customer Success Manager will focus on delivering impact for a growing book of business. This role includes responsibilities across customer onboarding, account management, and retention / upsells. Our Customer Success team works closely with customers to discover their business needs and challenges, and guide them on how to best leverage Accorded capabilities within their organizations. This role will be highly cross-functional, working alongside actuarial, product, and engineering teams to deliver a world-class customer experience.

Key Responsibilities

• Manage all post-sales activity for a growing book of customers via strong relationship building, planning, and execution
• Demonstrate a deep understanding of customer goals and objectives such that you can: become a trusted value-based contracting advisor, develop strategic plans to meet customers’ needs, scope and sell new Accorded software and services business, and represent the customer’s voice internally to ensure Accorded delivers products and services that meet customers’ needs
• Maximize customer satisfaction, return on investment and engagement across assigned book of business
• Work with Accorded product and actuarial teams to develop data-driven solutions to Accorded customer needs, linking results to customers’ key priorities and objectives
• Identify and execute successful end-to-end contract renewal and upsell strategies (includes leading negotiations and presentations)
• Work with Sales, Marketing, Product and Engineering to influence and shape Accorded product strategy / roadmap, drive operational and process improvements to address emerging customer needs, and prioritize product feedback requests
• Support sales and go-to-market efforts, as needed
• Act as a subject matter expert in the use of Accorded products to drive customer product onboarding, adoption, and engagement (in partnership with Product and Engineering) and inform Accorded go-to-market strategy

Qualifications

• Passion for Accorded’s mission and making a difference in healthcare
• 5+ years of healthcare provider, payer, and/or life sciences experience – understanding of basic healthcare finance concepts, e.g., PMPM, trend, etc.
• 5+ years of customer-facing healthcare consulting/professional services/customer success (experience with a SaaS company strongly preferred)
• Strong persuasion skills and expert communicator/presenter to articulate a compelling story and manage difficult conversations
• Ability to analyze and interpret claims data to support customer strategy and ongoing initiatives
• Demonstrated flexibility and adaptability relative to thriving in ambiguous, constantly changing, high-pressure environments
• Strong organizational skills and attention to detail
• Cross functional collaboration and negotiation skills
• An overall enthusiasm and desire for constant learning and self-improvement