Enterprise Customer Experience Manager

Guideway Care is hiring an Enterprise Customer Experience Manager to protect and grow a portfolio of enterprise and mid-market healthcare customer relationships. The role owns account strategy, executive relationships, retention and renewals, customer health, and expansion opportunities, coordinating across internal teams to deliver customer value.

Responsibilities:

• Serve as the accountable owner for the relationship, retention and long-term value of an assigned portfolio of enterprise and mid-market customers
• Build and maintain an account plan for each customer that covers goals, stakeholders, risks, renewal path and growth opportunities
• Develop trusted relationships with customer executives and represent the customer's perspective in internal leadership discussions
• Lead business reviews that connect service performance and measurable value to each customer's strategic priorities
• Visit customers onsite as needed to strengthen relationships and understand their operations firsthand
• Own retention across the portfolio, with success measured by gross revenue retention
• Lead renewal strategy for each account, planning well ahead of key contract dates and partnering across Guideway to address risk early
• Keep a current view of contract terms and renewal timelines for every assigned account
• Own the health assessment for each assigned account and act early on signs of risk
• Follow up personally on customer feedback, including survey responses, and turn it into specific actions with the responsible teams
• Share themes from the portfolio with leadership so that customer needs inform service design and priorities
• Identify growth opportunities through a deep understanding of each customer's strategy, outcomes and unmet needs
• Work with Sales to pursue expansion within the portfolio, including new services for existing sites and existing services at new customer sites
• Partner with solution and sales leaders to shape and advance opportunities, using executive relationships and evidence of value to support growth
• Include expansion in every account plan and business review, and review the portfolio opportunity pipeline with senior leadership on a regular cadence
• Keep account health, renewal dates and relationship records for assigned accounts accurate and current
• Provide timely portfolio inputs for regular customer health reviews and leadership reporting
• Deliver business reviews and account plans that meet Guideway's lifecycle standards, and contribute ideas to improve those standards
• Work closely with partner teams to resolve customer issues, and lead customer communication when an issue affects the relationship
• Bring in executive support when needed, and escalate unresolved risks with a clear recommendation

Requirements:

• 5+ years in customer success, account management or client services, including at least 3 years owning enterprise healthcare relationships and renewals
• Track record of retaining and growing complex, multi-stakeholder accounts, including recovery of at-risk relationships
• Strong understanding of healthcare operations and value-based care models
• Executive presence, with the ability to hold strategic conversations with health system leaders
• Sound judgment in balancing customer advocacy with business needs
• Comfort with data, customer health measures and CRM tools
• Guideway Care does not offer Immigration or work visa sponsorship
• Experience with clinical services or outcomes-based programs, such as RN triage, care management, readmission reduction or post-discharge services
• Clinical or healthcare operations background