: Customer Success Manager

Company Description:

The backbone of the healthcare system is communication between patients and their doctors, among healthcare teams, and even between practices and third-party providers like pharmacies, labs, and insurance companies.

But healthcare communication today is broken. Its disconnected, siloed, antiquated, and highly inefficient and in worst-case scenarios, its even responsible for lost patient lives.

Were trying to fix that. Klaras mission is to transform communication in healthcare, so all patients can receive great care.

We believe that the future of healthcare will be amazing. It will be patient-centric and truly connected so medical teams can work together easily, information can be shared between people and systems seamlessly, and patients can always get the high-quality care that everyone deserves.

Though our mission is big, our team is still small. And thats where you come in.

We are a Series A startup thats growing quickly, with plenty of interesting challenges to tackle and foundations to build. Its an entrepreneurial environment filled with opportunities for personal growth, where there is no shortage of projects to own or game-changing ideas to suggest. We are autonomous, data-driven, humble, and transparent. We have a healthy irreverence for the status quo, and a relentless passion for making our users lives better. And we believe the power of a talented team can accomplish anything even revolutionizing healthcare.

About the Role:

As a Customer Success Manager, you will work with clients who have just purchased Klara to ensure theyre able to see value quickly and efficiently. Not only will you have to ensure theyre hitting milestones but you will need to constantly strive to ensure they have an amazing experience doing so.

This role will require the ability to multitask, project manage and quickly grasp the intricacies of your clients workflows. The position demands a hands-on and results-oriented individual with strong communication and problem-solving skills. It is important that applicants have a proven track record of guiding clients from signing to value. You will also be responsible for the long term relationship with this customer after onboarding. You will need to provide clear expectations and timelines to manage the relationship with the customer for future success.

In addition to helping clients implement Klara, you will be asked to partake in the design of the implementation and account management processes. You should be capable of coming up with process improvements, validating their worth, and communicating their benefit to your teammates.

Responsibilities:

  • Get customers to value as fast as possible. Your main KPI will be time to value.
  • Responsible for being the primary contact during the initial implementation process and post-live through the adoption phase in the customers lifecycle.
  • Demonstrate and train practice leads and end users on how to utilize Klara.
  • Coordinate with phone providers and website managers to ensure voicemail integration & chat messenger are setup correctly.
  • Troubleshoot any issues that will inevitably come up and offer solutions to remediate
  • Identify at-risk implementations and escalate solutions as needed
  • Monitor customer health post go live and ensure usage
  • Become the customer advocate to drive cross-functional teams across development, product management, and support

Requirements:

  • 3+ years of customer facing experience preferably at a B2B SAAS company
  • Excellent customer relationship and customer service skills
  • Solid communication, listening, and writing skills
  • Basic understanding of how phone systems work is a plus
  • Clear ability to problem solve and resolve client issues
  • Organized and reliable: able to work independently with little direction when necessary.
  • Excellent communication skills
  • Knowledge of the Healthcare space, private medical practices in particular
  • Full cycle customer success management experience
Full-time

Employee Testimonials

Account Executive
Mary Ellen
Account Executive

I think the reason everyone is so good at motivating and listening is because of our openness with each other — you are constantly getting feedback and support from your teammates. If you can trust your team, that means you can listen to them when they’re giving feedback and use that feedback to improve. And when we win? We celebrate those wins really well.

Product Manager
Dan
Product Manager

I see our team as a group of explorers, bravely sailing for a new world. We have many of the tools we need to succeed, but we never know what’s coming up on the horizon. So we are constantly learning, trying new things, and iterating — with hits and misses along the way.

Software Engineer
Rhythm
Software Engineer

Healthcare is only going to continue to become more complex —technology providers are the ones who will ultimately solve the problems of the healthcare industry in the years ahead. We have to put patients first. As a Software Engineer at Klara, I get to be at the forefront of that.

Tech Leader
Semjon
Tech Leader

I’m motivated by the technical challenges we face from time to time. That includes integration with new systems, application of new technologies, and updates to the current tech stack. No two days are the same here — and with all of these initiatives going on, the engineering team stays up to date on the best trends across the technological landscape.