Client Success Manager - Federal

Position: Client Success Manager - Healthcare

Reports to: VP, Client Experience

Location: Washington DC Area (preferred) or Remote US

Overview:

We are looking for technologists who want to use their problem-solving, relationship building, and communication skills to help Juvare clients improve emergency response and make the world a safer and more resilient place. Our team works from our Atlanta office or remotely. This is a client-facing, individual contributor role. We want team players who have a passion for client success and embrace our core values:

1. Client Focused: Maximize positive client impact.
2. Courageous: Be bold. Speak up. Take action.
3. Curious: Embrace the art of the possible.

Juvare is a worldwide leader in emergency preparedness and critical incident management and response technology. Juvare means "to help". Our solutions empower government agencies, corporations, healthcare facilities, academic institutions, and volunteer organizations to leverage real-time data to manage incidents faster and more efficiently, protecting people, property, and brands. Juvare is an AWS partner, certified in Public Safety and Disaster Response.

Job Summary:

The Client Success Manager (CSM) is our client’s primary resource for advice on how to meet their business or program goals with the use of Juvare solutions. Juvare CSMs are experts in our solutions and/or the preparedness and response domain and responsible for driving client adoption of our solutions and ensuring client satisfaction.

CSMs build and maintain relationships with client stakeholders. They understand why key stakeholders invested in Juvare solutions and what constitutes success for them. CSMs maintain accountability of stakeholders to achieve those goals and create plans to drive adoption and increase usage. They develop a deep understanding of the problems that our clients are trying to solve and represent our clients’ perspectives in internal meetings, and partner with their counterparts in sales to help protect and expand our commercial relationships.

We are looking for someone with demonstrated passion for and deep experience in emergency preparedness and response, business continuity, or public health. The successful candidate will have or quickly develop proficiency in our software solutions and build rapport with our clients so as to effectively share best practices and lead high-impact meetings. This person will serve as the first point for client escalations; effectively manage the quarterly / annual business review; and ensure that clients find Juvare easy to do business with.

As a key member of the Client Experience organization, this person’s individual success will be measured by tangible markers of client adoption of our solutions, client satisfaction, client retention, and lead generation to support the sales team.

Responsibilities:

• Serve as the lead point of contact for all client success matters. This means:
  • Creating and maintaining client success plans for key accounts, and monitoring client health on assigned accounts.
  • Identifying key decision makers and stakeholders and building and maintaining long-lasting and high-trust relationships with them.
  • Ensuring that clients are aware of latest solution features and best practices.
  • Ensuring that clients are aware of Juvare Support Center resources for tactical problems.
  • Highlighting the ROI or value received from client use of Juvare solutions in quarterly or annual business reviews.
  • Mediating client issues and knowing when and how to escalate issues to other parts of the organization.
• Build and strengthen the Juvare Community™. This includes:
  • Surfacing useful, inspirational, or exceptional client use of our solutions for sharing in informal lunch-and-learn or webinar sessions with other clients.
  • Planning and executing on “Office Hours” around urgent topics that impact our stakeholders.
  • Leading meetings with all levels of audiences including C-level, management, and end-users.
• Deepen commercial relationships: your goal will be to maintain and deepen our commercial relationships in alignment with our Core Values. This includes:
  • Ensuring timely renewals for existing contracts.
  • Identifying and engaging with stakeholders who would be interested in using our solutions for new use cases.
  • Identifying stakeholders who would benefit from new modules or solutions and making introductions to the sales team.
• Be the voice of the Client to Juvare. This means:
  • Providing timely updates using Salesforce to keep leadership informed of client health, external risk that would impact our relationships, and opportunities for expansion.
  • Tracking and providing timely updates using our internal technologies to keep other departments aware of issues and escalations.
  • Partnering with Product Management and Delivery to ensure that client feedback is incorporated into new product and services offerings.
  • Collaborating with peers and leadership to ensure that your expertise helps us – as a company – to understand our clients and industry better than anyone else.
  • Advocating on behalf of the Clients to ensure that we remain their trusted and preferred partner.
• Know or determine what the “right” thing to do is, and do it. As knowledge workers, we deal with complexity and ambiguity that can sometimes defy a checklist, but by using our Core Values and our existing process infrastructure, you can nevertheless simply and solve the problem. Some non-exhaustive examples include:
  • Understanding and being aware of Juvare information security policies and standards.
  • Always protecting company and client information.
  • Promptly informing the Compliance Officer or hot line of any information security issues.
  • Maintaining compliance with Juvare policies.
• Take on other duties as assigned.

Skills and Qualifications:

• Bachelor’s Degree required.
• 5+ years of experience working with Federal Agencies.
• A verifiable track record of working in teams to solve complex problems with a high degree of ambiguity and changing priorities.
• A demonstrable ability to effectively communicate with and present to a range of stakeholders.
• Prior experience in persuading clients to try new and better ways to solve existing challenges.
• Prior experience in responding to escalations with professionalism and client success in mind.
• Substantive experience in driving adoption of new software solutions or processes to a range of stakeholders.
• Superior attention to detail required.
• Previous work experience as a client success manager or equivalent preferred.
• Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.