Client Success Manager at HHAeXchange

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

We are seeking a Client Success Manager to join our growing team.  This position will require residing in the Austin, TX area.

This role will serve as the point person for designated HHAeXchange clients. The Client Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Client Success Manager will focus on retaining and growing customer relationships.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for the ongoing health of client relationships while building and maintaining strong, long-lasting client relationships
• Offers on-site guidance for the customer, as required
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Prepare reports on account status
• Collaborate with sales team to identify and grow opportunities within territory
• Assist with challenging client requests or issue escalations as needed
• Address gaps in implementation, services, support and/or client needs
• Work with clients to ensure benefits realization and proactively promotes new solutions
• Ensure client retention through delivery of exceptional service and support
• Track and measure ongoing client activities to optimize performance
• Serve our customers at all hierarchical levels
• Monitor the market in regard to new product opportunities and generate analyses and concepts and if needed develop new “go to market” strategies.
• Have strong management skills and regular contact with customers in order to recognize customer needs in a timely manner.
• Meet & exceed the agreed-upon customer satisfaction goals
• Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
• Maintain technical understanding and competency in the software features being delivered

• Other duties as assigned by supervisor or HHAeXchange leader

• Travel 25-50%, including overnight travel

• 5-7+ years of client service experience
• Bachelor’s degree or equivalent experience, post graduate a plus
• Strong knowledge of the healthcare industry
• Experience with Medicaid Agencies and Home Health Care preferred
• Understanding of value based care and benefits realization approaches
• Excellent written and verbal skills
• A savvy relationship manager who’s passionate about helping payers and Medicaid Agencies and creatively solving problems
• Keep cool under pressure and can comfortably handle conflict resolution scenarios in person, over the phone, and through email
• Strong communication skills, a positive attitude, and a friendly and professional approach to customers
• Passion for customer satisfaction with a great desire to succeed
• Negotiation skills at all management levels as well as a high measure of authority in critical situations and an ability to work independently
• Quick learner who thrives in a dynamic and fast-paced environment under minimal supervision
• Resides in Austin, Texas to regularly visit clients in the surrounding area.

The base salary range for this US-based, full-time, and exempt position is $100,000-$121,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.