Job Opening

Location

Remote (Central/East U.S.)

Position Type

Full-time, salaried

Job Description

Orbita seeks a dynamic and talented individual to serve as a trusted advisor to our healthcare customers. You will be responsible for ensuring our customers are successfully leveraging Orbita’s digital solutions and deriving maximum value from their investment.

In your role as Customer Success Manager, you will build strong relationships with our customers by ensuring the successful adoption of our products and services for improving patient outcomes, streamlining operations, and enhancing overall healthcare delivery. Using Orbita’s superior analytics capabilities and your own customer service expertise, you provide customers with recommendations for optimizing their digital patient engagement programs and workflows and will coordinate operational changes with customers and Orbita’s Implementation Services team to maximize program performance.

As a key customer partner, you will have the opportunity to identify other areas within customer programs, practices, and organizations where Orbita products can deliver value and will partner with Orbita’s Sales/Account Management team to support those growth opportunities.  You will also partner with Account Management leadership to drive renewals, ensuring long-standing partnerships with our customers.

Responsibilities

• Establish a trusted advisor relationship with customers, growing successful reference accounts.
• Work with customers to establish key goals and performance indicators to aid the customer in achieving their goals.
  Use existing analytics infrastructure, and guide development of new analytics needs, to monitor customer health metrics and identify opportunities for improvement.
• Drive customer process and outcome discussions including business reviews.
  Coordinate client meetings and events.
• Work closely with internal multidisciplinary teams to effectively communicate status updates of customers.
• Help drive new case studies and references with assigned customers.
• Serve as the voice of the customer, providing insights and feedback to internal product, sales, and marketing teams to influence product development.
• Act as an escalation liaison between the customer and Orbita’s Implementation Services, Technical Support, and Product Management team to quickly resolve technical issues blocking product adoption.

Requirements

• 5-8 years of experience working experience as a Customer Success Manager within a SAAS company.
• Healthcare industry experience and knowledge, and strong preference for experience with specialty practices.
• Orthopedics, Gastroenterology, and Bariatrics as well as EMR systems.
• Proven track record/history of increasing customer satisfaction, adoption, and retention.
• Strong organizational skills with the ability to effectively manage all activities, requests, documentation, and communication, etc.
• Experience using data to tell a story, including to represent the value of a solution.
• Capacity to work in a fast-pace, rapid-growth environment.
• Passion and a “get things done” attitude with a desire to make an impact in a start-up organization.
• Excellent client-facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and managing multiple priorities.
• Start-up experience and comfort working on a small, nimble team a plus.
• Proficiency with Microsoft Office product suite.
• Must be a self-starter and very pro-active, curious, and a problem solver.
• Ability to communicate with confidence, build relationships through inspiring trust and sharing information and be able to challenge assumptions.
• Ability to travel up to 20% of time.

Orbita, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate based on race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) for employment opportunities.

To apply, please send a cover letter and resume to hr@orbita.ai.