May 19, 2021
San Francisco, CA, USA
Reporting to the Client Success Director, the Client Success Manager (CSM) is responsible for successfully owning the relationships between GYANT and a segment of our clients. The ideal candidate will have a background in building successful partnerships with clients to achieve their goals and retain and grow relationships with them. They will also have a proven track record in demonstrating product value, competitive differentiators, and the unique value GYANT products bring to each client.
As CSM, you will have responsibilities for our client’s success post-sales in the client journey, supporting onboarding and support, driving adoption and value, building relationships and vision, and ensuring retention and overall client satisfaction. CSMs are the primary point of contact for our clients post-onboarding, serving as the conduit into all things GYANT.
Here's what you'll be doing:
Client Satisfaction: Establishes a trusted advisor relationship across the client organization; positively and passionately manages client relationships that include multiple stakeholders; serves as the point of escalation for client issues; designs and implements the GYANT client Satisfaction measurement system and dashboard.
Value Achievement: Clearly understands each client’s business objectives and identifies and drives a plan to achieve them; ensures that clients get value from our products and services.
Retention: Thoroughly understands the digital healthcare landscape and can strategically align client business objectives to value drivers that are achievable with GYANT products; collaborates with team members to develop strategies for product adoption and stickiness; collaborates with marketing to communicate GYANT’s value proposition.
Advocacy: Collaborates with marketing to create advocacy opportunities for our clients; internally acts as a client advocate and champion; listens intently to clients and provides Voice of the Client data to inform internal decision making and priority setting.
Account Management: Owns a portfolio of strategic clients over the entire journey from onboarding, maturity, growth and renewal; coordinates with the Sales team on renewals, upsells, and cross-sells.
Here's what you need to be successful:
3-5 years experience in client success and/or other client relationship roles (consulting, project management, account management, etc.)
2+ years experience in healthcare, medical device or health IT
Experience interfacing with Executives in small and large meeting settings
Experience working in a SaaS environment is a plus
Experience working in a startup environment is a plus
Bachelor's degree or equivalent industry experience
Exceptional written and verbal communications skills (email, meetings)
Excellent client service skills; ability to anticipate client needs and identify a GYANT solution
Strong analytical skills combined with the ability to take data and transform it into a compelling value proposition
Proficiency in PPT and XLS a must
Must be passionate about GYANT’s vision to impact healthcare positively and able to embrace the company values
Ability to manage conflicting requirements and to work in a rapidly changing environment
Works well with ambiguity - this role aims to transform ambiguity into clarity
Inquisitive mind, with an ability to switch between tasks rapidly
Ability to travel up to 25% (under normal, non-COVID conditions)
- Comprehensive medical, dental, and vision coverage for you and your family/dependents.
- Option to contribute to your retirement via a 401k.
- Take the time off that you need to relax and recharge with 4 weeks of PTO.
- Support your continued growth with GYANT’s professional/personal development stipend.
- GYANT has offices in San Francisco, CA and Porto, Portugal and is currently a remote work friendly company. Work from where you feel most comfortable and productive.
GYANT is changing the way health systems connect with patients.
We believe that artificial intelligence can transform the patient experience at different points along the patient journey. Our technology helps patients understand where they need to go when they feel sick or there is a health emergency; when they are in the clinic, we capture the important details and prepare the medical team with that information; and when a patient is recovering from an operation, we make sure the recovery goes smoothly.
Founded in 2016, GYANT is a small and nimble multi-cultural and cross-disciplinary team where each member is an expert in their discipline. We make space for team members to propose how we can reach our strategic goals and we’re looking for people who get satisfaction from solving problems. We value diverse perspectives, candid feedback, and we’re excited to bring on team members who will work passionately towards our mission.
- Focus on impact - We want to make a difference in the world of healthcare and are motivated to help people at scale.
- Freedom & accountability - We trust each other to make independent decisions and hold each other accountable for results.
- Meritocracy of ideas - Everyone at GYANT has a voice, and we make decisions based on objective criteria to implement the best ideas.
- Intensity - We work passionately towards our vision and understand that this is a marathon, not a sprint.
- Candor - We give and accept candid, respectful feedback in service of personal and professional development.
- Personal development - We strive to better ourselves and help each other grow.
We want you to know:
You can be a great candidate even if you don’t fit everything we’ve described above. You can also have important skills that we haven’t thought of. If that’s you, please don’t hesitate to apply and tell us about yourself.
GYANT is an equal opportunity employer. We’re committed to diversity and building an equitable and inclusive environment for people of all backgrounds and experiences, and we’re taking continued steps to meet that commitment. We especially encourage members of traditionally underrepresented communities to apply, including women and other gender minorities, people of color, LGBTQIA people, veterans, and people with disabilities.