Senior Customer Success Manager - Strategic Accounts

Bluesight is a healthcare information technology company that creates solutions to improve efficiency, safety, and visibility for health systems, hospital pharmacies, and pharmaceutical manufacturers. The Senior Customer Success Manager, Strategic Accounts will manage and grow key strategic customers by building executive relationships, increasing solution adoption and value, and developing three-year strategic models. The role also focuses on retention, renewals, expansion opportunities, customer value realization, and cross-functional coordination.

Responsibilities:

• Manage pool of 10-20 of Bluesight’s top strategic customers, maintain regular communication with customers to track progress and status, and facilitate executive relationship management
• Develop and maintain executive-level relationships with customers, effectively working with C-suite stakeholders to increase utilization and value of Bluesight applications, document and communicate ROI from Bluesight partnership, and drive additional revenue opportunities
• Conduct quarterly business reviews with executive-level stakeholders of all assigned customers, and ensure all value assumptions remain valid and the relationship is producing outsized value
• Ability to educate customers on Bluesight's solutions, provide accurate and detailed consultative guidance on maximizing value, and lead process improvement initiatives with customers
• Coordinate and define all activities needed to support key customers. This includes communicating in detail with internal teams, including Product, Support, and Marketing, as well as the Bluesight's executive team
• Acquire and maintain customer references
• Gather, analyze, and clearly communicate relevant market intelligence to key customers, executive team, and other relevant internal stakeholders
• Maintain 100%+ net retention rates, reduce churn, and drive high volume of AMQLs to expand total contract value with customers through improved user adoption and ROI documentation
• Meet and exceed upsell and cross-sell lead generation quarterly goals
• Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores
• Identify, develop, and execute a clearly defined 3-year strategic model, supported by all teams and levels of Bluesight, that drives the greatest value, likelihood for renewal, and revenue expansion for top customers through increased utilization, new use cases or user groups, and upsell/cross sell of new Bluesight solutions
• Participate in regular renewal meetings with leadership, communicate pool health risks and trends across the cohort
• Secure annual renewal and upgrade of membership contracts and corresponding service terms at a rate that meets or exceeds given performance goals: including renewal rates, price adherence, term length, etc

Requirements:

• At least 7 years of relevant experience in strategic sales and account management, experience in healthcare preferred
• Ability to travel up to 15% of the time (travel is limited to US and Canada)
• Proven ability to meet goals and deadlines
• Proven negotiation skills
• Experience managing high-profile clients
• Demonstrated ability to communicate and present credibly through email and phone with various stakeholders both internally and externally. Especially at the executive level
• Strong verbal and written communications skills
• Demonstrated knowledge and understanding of Salesforce, ChurnZero, and other pertinent business systems
• Well-developed interpersonal skills, with the ability to work collaboratively in a team environment
• Strong customer services skills and commitment to meet or exceed customer expectations
• Experience with articulating value propositions and disseminating information effectively to external and internal stakeholders at all levels of an organization
• Excellent influencing and consultative selling skills and the ability to proactively identify and resolve barriers and challenges
• Excellent organizational skills and attention to detail
• This position is open to applicants in the continental United States
• Bachelor's degree in related fields preferred
• Experience selling SaaS and/or analytics platforms preferred