Customer Success Executive

Who We Are

Prominence is an award-winning data enablement firm revolutionizing healthcare. We empower healthcare organizations to unlock the full potential of their data, driving improvements in patient care, operational efficiency, and financial outcomes. Celebrated with two Best in KLAS awards and honored with over 30 Best Places to Work accolades, we are proud of our innovative culture and exceptional team. If you’re passionate about making healthcare smarter and eager to tackle the industry’s most critical challenges, Prominence is where your talents will not only thrive but also shape the future of healthcare.

Your Role

Make a profound impact on our customers’ success and our company’s growth. As a Customer Success Executive, you will be the driving force behind customer satisfaction and post-sale revenue expansion. You’ll navigate the complexities of project delivery, build and manage influential relationships with executive stakeholders, and craft innovative solutions to address emerging customer priorities. In this role, you’ll become a trusted strategic advisor to our customers and consistently provide value through creative solutioning.

Essential Functions and Responsibilities

• Revenue Growth:
• Create multi-year account management plan that aligns our services and support with our clients’ organizational goals
• Identify and pursue cross-sell and upsell opportunities, managing pricing, SOW creation, and opportunity management in Salesforce while securing new business by effectively responding to RFPs
• Build and maintain a strong pipeline to ensure net revenue retention
• Monitor customer contracts and ensure they are consistently renewed
• Set up and lead customer-facing quarterly business reviews, including at least one onsite annually where appropriate
• Conduct quarterly strategic solutioning sessions with internal SMEs
• Customer Satisfaction:
• Accountable for customer satisfaction with services provided
• Build, manage, and expand relationships with executive stakeholders (Executive Director/VP/C level)
• Oversee the successful handoff from sales to implementation
• Collect an NPS score for every customer
• Value Delivery and Trust Building:
• Quickly learn Prominence’s offerings and capabilities
• Effectively engage our internal subject matter experts to provide value to our clients and to architect meaningful solutions
• Develop the ability to explain, in depth, Prominence’s methodologies and services
• Join regular touchpoints to stay updated on customer active projects, changing priorities, and challenges
• Proactively identify opportunities for Prominence to solve challenges that your customers are experiencing, create a value proposition for solving those challenges, and present those solutions to your customers
• Consistently share best practices and success stories from other customers
• Identify value add services to build trust and demonstrate commitment
• Performance and Escalation Management:
• Serve as a point of escalation for critical project issues, intervening when necessary
• Ensure high KLAS rankings and secure strong customer references through exceptional service delivery
• Maintain a pulse on all ongoing Prominence projects to identify and mitigate risks proactively

Education, Training, and Experience

• Extensive experience (10+ years) in customer success, account management, or a related field within the healthcare IT industry
• Deep experience in delivering services to Healthcare Providers, preferably in a tech-enabled delivery methodology
• Proven track record of managing executive relationships and driving revenue growth through strategic account management
• Deep understanding of healthcare systems, data analytics, and Epic’s EHR
• Exceptional problem-solving skills and the ability to develop creative solutions to complex challenges.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
• Strong organizational skills and the ability to manage multiple priorities and stakeholders.

Skills, Knowledge, and Abilities

• Professional: Demonstrates a high degree of professionalism by treating others with respect, keeping commitments, building trust within the team, working with integrity, and upholding organizational values ("Do Great Work and Move Mountains”).
• Organized: Capable of managing multi-faceted work streams efficiently, ensuring smooth project flow.
• Self-Motivated: Adept at managing personal schedules, meeting deadlines, and monitoring work quality independently.
• Highly Adaptable: Quickly acclimates to new project assignments and diverse work environments.
• Creative: Approaches problems with a solution-oriented mindset, working collaboratively to find novel solutions.
• Communication: Effectively conveys clear and concise messages that resonate with the intended audience, both in written and verbal forms.
• Proactive: Anticipates potential issues, addresses concerns before they escalate, and effectively raises them when necessary.
• Team-Oriented: Passionate about mentoring and guiding others, thrives in a team-based environment.

Physical and Medical Standards

• Must be able to sit or stand at a computer and work independently.

Working Conditions and Environment

• Must be able to sit or stand at a computer and work remotely and independently from personal home office
• Willingness to travel for onsite meetings and business reviews as needed

Why Join Us?

• Be part of a team that is transforming healthcare through innovative data solutions.
• Work in a collaborative environment that values creativity and initiative.
• Enjoy opportunities for professional growth and development.
• Contribute to a mission-driven organization that makes a meaningful impact on healthcare organizations nationwide.

If you are a strategic thinker with a passion for healthcare IT and a proven ability to drive customer success, we invite you to apply for this exciting opportunity.

Prominence is dedicated to hiring the best and brightest minds in healthcare and maintaining a culture that rewards our employees for following their passion. We are excited to offer the following benefits for this position:

• Competitive Salaried and Hybrid Compensation Plans
• Health Care Plan (Medical, HSAs, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Dependent & Health Savings Accounts
• Short Term & Long Term Disability
• Paid Time Off (Vacation/Sick & Public Holidays)
• Training & Development Fund
• Technology Stipends (for Qualifying Roles)
• Work From Home
• Charitable Giving to Causes You Believe In

Employment Eligibility

Must be legally authorized to work in the United States without sponsorship.

Commitment to Equal Opportunity

The world’s most talented professionals come from every background. All applicants will be considered for employment without attention to age, race, color, religion, gender identity and/or expression, sexual orientation, national origin, marital status, veteran or disability status, or any other characteristic protected by law. In addition, Prominence will provide reasonable accommodations for qualified individuals with disabilities. If you are smart and good at what you do, come as you are. All qualified candidates are encouraged to apply.

Partnership Eligibility

Our partnerships are extremely important to us. This online application is not intended for anyone who is currently under a non-compete agreement or has an arrangement that precludes employment at Prominence. We appreciate your help in respecting our partners.

Interested in learning more? Apply below to connect with our Talent team about immediate openings and future consulting projects.