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Open Positions

Customer Success Manager

 

POSITION TITLE:

 Customer Success Manager

REPORTS TO:

 Manager, Customer Success

LOCATION:

 Schaumburg, Illinois

COMPANY PROFILE

Since its founding in 2006, CellTrak has delivered a complete, integrated software-as-a-service solution that facilitates care delivery and real-time field force management; automates data collection; and provides information for business and care optimization to agencies who no longer want to work with self-reported information and paper processes. The solution includes apps for all types of caregivers that run on the leading mobile devices; portals for efficient, coordinated care delivery by a distributed workforce; interfaces to EHRs and back office systems; and services to support adoption and optimization. CellTrak’s solution solves major problems for the home health care, hospice, and community care segments in the US, Canada, and the UK.

THE ROLE DEFINED

The Customer Success Manager is accountable for the onboarding, adoption, and overall ROI that customers receive from CellTrak. This individual has an understanding of the customers’ buying rationale, business process, key performance metrics, the CellTrak product suite, and how to build the right solution for every customer. S/he serves as the customer advocate at CellTrak, and will be responsible for:

  • Defining and managing implementations for large, complex engagements
  • Coordinating CellTrak and customer teams to ensure project delivery is completed on-time and on-scope
  • Forecasting customer onboarding timelines and progress
  • Successful customer onboarding and solution adoption
  • ROI and value demonstration of customers’ key performance metrics
  • Solution and business process mapping
  • Managing milestones for key customers, including upgrades, new product releases, and other events
  • Partnering with CellTrak colleagues in sales, account management, product management, and support to advance customers’ and CellTrak's initiatives
  • Developing and sharing best practices across the Customer Success team

DESIRED EXPERIENCE AND SKILLS

  • 5-10 years of experience implementing SaaS solutions, ideally in the health care industry
  • Key account management experience engaging with multiple stakeholders across a matrixed organization
  • Experience implementing or interfacing with Electronic Medical Records or medical claims
  • Experience implementing large, multi-phase projects across multiple user personas
  • Bachelor’s degree
  • Strong communication and team leadership skills
  • Project management fundamentals
  • Experience with Salesforce.com desired

BEHAVIORAL COMPETENCIES

  • Customer Focused
  • Outcome-oriented
  • Highly Organized
  • Teamwork and Collaboration
  • Accountability

 

 

To be considered for openings, please send or email your resume and cover letter to:

Human Resources
CellTrak Technologies, Inc.
1051 Perimeter Drive, Suite 1000
Schaumburg, IL 60173
[email protected]

Please indicate your areas of interest as well as preference of office locations.

CellTrak is an equal opportunity employer.