[Hiring] Senior Client Success Manager @Phreesia

Role Description

Phreesia is looking for a Senior Client Success Manager to join our team! You will be responsible for driving adoption and utilization of products, growing revenue through upsell opportunities, maintaining high contract renewal rates, and increasing overall client satisfaction. Furthermore, you will partner alongside Phreesia's experienced Client Solutions team to fully engage the client at all levels, including executive, and work cross-functionally with departments like Product and Support to execute specific initiatives designed to maximize business value for our clients.

Clients include primary care, single-specialty and multi-specialty practices, health systems, and hospitals. The position interacts with clients virtually and/or on-site. Highly organized individuals with excellent communication skills and a strong desire to learn who thrive in a fast-paced environment will excel in this role.

What You'll Do

• Manage client satisfaction of our enterprise clients through exceptional service resulting in client retention and expansion.
• Strategically drive adoption of specific products and features within the Phreesia solution, growing our footprint and ensuring maximum business benefits for the client.
• Grow revenue by identifying clients that have the opportunity for add on/upsell products, demonstrate those products, implement them, then present ROI.
• Master Phreesia’s technical product functionality to provide expert consulting on workflow and develop custom client solutions.
• Partner with client executives and key business leaders to present Executive Business Reviews remotely or onsite.
• Proactively address client risks based on product usage trends and key performance indicators to minimize churn.
• Collaborate with Phreesia teams, including Market Development, Support, Product Management, Client Services and Sales, to address customer issues.
• Resolve escalations, raising to senior leadership when appropriate.
• Be a client advocate while capturing client feedback and reporting and prioritizing requests to our Product Management team.
• Coordinate internal account team effort and develop best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Own and drive change management process and actively help to gain buy-in from peers on new initiatives.

Total Cash Compensation for Canada is $90,000 – $120,000, depending on qualifications, with some flexibility based on experience. In addition, Phreesia offers an attractive and comprehensive Total Rewards package.

Qualifications

• Bachelor's degree required.
• 6+ years experience in client success and/or account management with strategic or enterprise customers.
• SaaS or Healthcare Technology experience preferred.
• Experience generating opportunities and/or upselling to book of business required.
• Strong drive to grow current customers via add on, up sell, and expand activities.
• Confident, high energy, self-motivated, detail oriented, and a true team player.
• Ability to prioritize multiple demands in a fast-paced and dynamic environment.
• Ability to work with customers to understand their needs and develop custom solutions.
• Superior leadership, influence, interpersonal communication, presentation, meeting facilitation, and telephone skills.
• Skilled at anticipating and solving problems.
• Ability to own and drive internal process improvement initiatives.

Benefits

• Remote First: 100% Remote work + home office expense reimbursements + monthly reimbursement for cell phone, internet and wellness.
• Top of market rewards: Competitive compensation.
• Take time when you need time: Flexible PTO + company holidays.
• Top class healthcare benefits: Variety of healthcare benefits for you and your family (and your pets!) starting day one.
• Care about your families: Generous top-up for parental leave benefits.
• Support personal development: Continuing education and professional certification reimbursement.
• Connecting in person: Various offsite events and activities for team to connect and meet in person, to support team building and engagement.
• Giveback to community: Local in-person volunteer events, and give back programs to our communities.
• Recognition and perks: Company wide recognition tool (Phireworks) to celebrate milestones, recognize achievements and strengthen your bond with your teams.
• Diversity and inclusive environment: Encouragement for all employees to bring their authentic self to work, supported by Employee Resources Groups (ERGs).