Client Success Manager

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

This role will serve as the point person for designated HHAeXchange clients and drive expansion opportunities for existing accounts. The Client Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution, offer additional products/services when needed and help client resolve issues or challenges they are facing. This position will collect and measure key metrics in order to evaluate client success and business impact. The Client Success Manager will focus on retaining and growing customer relationships. 

This role is available to candidates residing in the state of Illinois to support our Midwest markets.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve our customers at all hierarchical levels
• Monitor the market in regard to new product opportunities and generate analyses and concepts, and if needed develop new “go to market” strategies.
• Have strong management skills and regular contact with customers in order to recognize customer needs in a timely manner.
• Meet & exceed the agreed-upon customer satisfaction goals
• Maintain weekly communication with assigned clients and documents health of clients in weekly status reporting and quarterly client reviews
• Maintain technical understanding and competency in the software features being delivered

• Other duties as assigned by supervisor or HHAeXchange leader.

• Travel 10-25%, including overnight travel

• Must be located in the state of Illinois
• 3+ years of client service experience
• Bachelor’s degree, or post graduate a plus
• Home Health Care experience preferred
• Understanding of value-based care and benefits realization approaches preferred
• Excellent written and verbal skills
• A savvy relationship manager who’s passionate about helping small businesses and creatively solving problems
• Keeps cool under pressure and can comfortably handle conflict resolution scenarios in person, over the phone, and through email
• In-depth market and industry knowledge as well as customer contacts
• Strong communication skills, a positive attitude, and a friendly and professional approach to customers
• Passion for customer satisfaction with a great desire to succeed
• Negotiation skills at all management levels as well as a high measure of authority in critical situations and an ability to work independently
• Affinity for the general economic process and business figures
• Ability to travel, without restriction, in the assigned area

The base salary for this US-based, full-time, and exempt position is $80,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.