Customer Success/Engagement

Location:

New York, New York

About the Company

TytoCare is a leading company in the booming field of telehealth and also in the fight against COVID-19. The TytoCare platform enables health system, payer and employer customers to roll out next generation telehealth solutions for consumer and professional users.

About the Role

Drive true value for customers Develop trusted relationships with decision makers and the execution team of strategic customer accounts and serve as the lead point of contact Understand each customer’s strategic goals and make strategic / tactical recommendations based on TytoCare’s product & service offerings Gather valuable feedback for continual product improvements Play a critical communication role by regularly interacting with customers to clearly and succinctly communicate insights Lead cross-functional team to drive customer success Work with internal teams to balance, meet and exceed customer expectations and perceptions Oversee the customer onboarding process and monthly data collection for strategic customers Work closely with the product team and technical services teams to identify and track enhancement requests for future features / functionality Understand various post-sale adoption methods and devise ways to measure and improve to ensure the customer onboarding and handoff experience is world-class Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve the organizational structure Drive alignment for customer renewals and expansion Partner with account management / sales to develop a plan for customer success and expansion for each customer to achieve growth goals Identify up-sell and product extensions sales opportunities and communicate any potential risks that would threaten renewal Be the best user of the TytoCare platform in order to promote customer adoption and use Maintain deep understanding of our solutions and speak with customers about the most relevant features / functionality for their specific business needs Develop customer stories, case studies and client references with marketing Strive to understand all the customer IT ecosystem / telehealth tools and champion how to better measure the incremental experience that TytoCare provides Develop and teach best practices around analysis and insights to both clients and throughout TytoCare Achieve operational excellence Function as the voice of the customer and provide internal feedback on how TytoCare can better serve our customers Enhance effectiveness and efficiencies of processes and systems

Requirements

Required Skills:

BA/BS degree or equivalent work experience; preference for computer science or related degrees

5+ years experience of customer success, relationship management, consulting or a similar role at a SaaS or Healthcare IT company

Experience working with large enterprise customers

Excellent communicator in-person, on the phone, through e-mail and over web presentations

Strategic thinker with the ability to think and respond quickly in front of customers

Strong organizational skills with keen attention to details

Analytical and process-oriented mindset; using frameworks, data and analytical tools to structure thinking, facilitate alignment and reach insights

Strong experience in working with cross functional teams

Passionate about consumer and the technologies that serve them

Strong focus on user needs and an intellectual curiosity about the products that help to meet them

Comfort in a startup environment that moves quickly and ability to wear many hats in a dynamic environment

Travel: Up to 25% of time may include client visits, conference, networking events and other work related events (post COVID)

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