Enterprise Engagement Manager

Our Customer Success team is looking for an Enterprise Engagement Manager who will be responsible for maintaining a portfolio of Medallion’s largest enterprise customers. This role is critical to defining our long-term success for our Enterprise customers through scoping and leading implementations, defining scalable support models, running bi-weekly check-ins, and working cross-functionally with our Operations, Customer Support, Product, and Engineering teams to keep track of progress on accounts. 

We’re looking for someone who is resourceful and thrives in a challenging, fast-paced environment. Your role will have a direct impact on top-priority, and company-wide goals and will provide accelerated learning opportunities with a world-class team.

You will partner closely with the Sales team and cross-functional partners to ensure Medallion’s customers achieve a significant return on and drive business success with their Medallion investment.

Compensation for this role is between $120,000 – $160,000 depending on location and level

Responsibilities:

• Focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Drive customer outcomes, product adoption and customer experience
• Lead the implementation scoping as part of the sales process
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Lead a culture of continuous improvement
• Define and optimize the Enterprise customer lifecycle by driving programs with Product and Operations to improve engagement approaches based on customer segmentation 
• Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc) to create best in class CS Playbooks
• Help to Build a world-class team:
• Recruit and develop a high performing teammates
• Foster collaboration within the Medallion team and across customers
• Drive operational practices to track performance of teams and individuals
• GTM mindset
• Help drive the overall vision and strategic plan for the Enterprise Customer Success Team.
• Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Drive account growth outcomes:
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Reduce churn and drive new business growth through greater advocacy and referenceability

Skills and Requirements:

• 2+ years supporting Fortune 500 accounts / Enterprise customers
• 5+ years in healthcare consulting or a customer success role with a health-tech company
• Commercial Experience
• Experience driving new and expansion sales
• Proven experience leading and managing high touch customer relationships while achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
• Previous experience creating client growth plans
• CS
• Experience driving software adoption and leveraging customer success best practices
• Willing and able to address escalated client issues with speed and urgency
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Possesses a strong leadership presence with communication and interpersonal skills that inspire and motivate your customers and co-workers
• Empathy for customers and curiosity to understand their needs and pain points
• Self-starters who take the initiative to get things done
• Problem Solving
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Misc
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives
• Professional services experience is a plus