Overview:
This dynamic customer-facing role is responsible for developing and maintaining deep customer relationships with our customers and ultimately retaining their business with symplr. This role will understand customers’ business objectives and ensure they receive the most from their investment. The Customer Relationship Executive will be customers’ primary point of contact, helping drive brand loyalty.
Customer Relationship Executive – Payer/Provider
The Customer Relationship Executive – Payer/Provider will build and maintain trusting relationships with their assigned customers and focus on overall satisfaction across all symplr solutions. This should lead to revenue retention and the identification of expansion opportunities.
Duties & Responsibilities:
- Act as the primary point of contact for customers throughout the lifecycle of the partnership
- Develop strong relationships with customer executives, key decision-makers, and influencers to become a trusted advisor
- Understand customers’ desired business objectives
- Drive additional value by encouraging deeper product adoption and utilizing product experts
- Synthesize customer feedback and work with internal teams to respond to customer needs
- Advocate for the customer’s experience and act as a voice of the customer throughout all areas of symplr
- Facilitate Quarterly Business Reviews in tandem with the Sales Executive, articulating customer successes and ROI, including documenting action items and the future strategy
- Regularly use and update Salesforce to ensure the accuracy of customer accounts
- Coordinate with the sales teams to drive cross-sell and upsell opportunities
- Help work with customers to create case studies and sponsorship programs highlighting symplr products and driving brand awareness.
- Create evangelists and advocates among customers, ultimately leading to referenceable customers
- Mitigate churn and improve satisfaction by interpreting and acting on customer health metrics
- Partner with Customer Support, Product, and Development teams when needed to help customers navigate service tickets with minimal delay and frustration, ensuring overall customer satisfaction.
- Actively solicits customers’ responses to the annual NPS relationship survey to collect insights on customers’ satisfaction and performance improvement opportunities
Skills Required:
- Strong written and oral communication skills
- Desire to learn
- Self-starter
- Understand healthcare operations and workflows
- Team player
- Problem-solving attitude
- Customer-oriented mindset
- Strong ability to create and foster relationships
Qualifications Required:
Every organization has a culture, whether they mean to or not, so why not be intentional about it?
Together, if we shape our intentions, actions, and interactions around a common, purposeful culture, we are able to quickly achieve more, attract others who help realize our goals, and thrive in our professional relationships.
- Bachelor’s Degree
- 5+ year healthcare experience
- Provider Relations and/or Credentialing experience
- Ability to travel up to 25%
- Experience in public speaking (preferred)
- Account management or sales experience (preferred)
- Min: USD $70,000.00/Yr. Max: USD $110,000.00/Yr.
