ELLKAY is a nationwide leader in healthcare connectivity, providing innovative, customizable solutions and unparalleled services for over a decade. We empower diagnostic laboratories, PM/EMR vendors, ACO and HIE companies, hospitals, and other healthcare organizations with cutting-edge technologies and solutions that improve their bottom lines.
Our ‘Client-first’ focus has made ELLKAY one of the most respected healthcare IT companies in the nation. We value our clients and believe that strong relationships are the foundation for a strong company, and we’re dedicated to providing connectivity to the healthcare industry.
Company Culture: We deal with medical data and we take our work very seriously, but not ourselves. If you’re a smart, hard-working, dedicated individual who thrives in a laidback, friendly work environment, ELLKAY may be the place for you. We’re committed to attracting good people who are passionate about the work they do.
ELLKAY was founded over a decade ago on the values of innovation, efficiency, and service created in a collaborative work culture. As we have grown, we are proud to still possess the same energy and passion for what we do. We strive to provide exceptional customer experiences to our clients, which begins with first employing amazing people. ELLKAY is proud to maintain a high-quality, innovative, and diverse workforce.
Job Description
ELLKAY is looking for talented, goal-oriented candidates to join our team to help us continue the significant growth and exceptional service we promise our partners.
As a Customer Success Manager, you will be responsible for ensuring our customers achieve their desired outcomes while using our products and services. You will act as the primary point of contact for our customers, providing them with guidance, support, and resources to maximize their success. Your role will involve building strong relationships, understanding customer needs, and proactively addressing any issues that may arise. The Customer Success Manager will be assigned a territory and support the Sales Representative in growing, retaining, and expanding ELLKAY’s footprint in that territory. You will support selling and customer success activities with existing clients. You will liaise with cross-functional internal teams to ensure delivery of solutions to client expectations and ensure the highest quality customer experience. You may be responsible for all, or portions of, the full life-cycle sales process including developing leads, prospecting, needs analysis, online and in-person solution presentations, negotiating, and closing.
Customer Success Manager compensation is a combination of base salary and commission for performance over target.
Essential Duties and Responsibilities:
- Support the Senior Director in all, or portions of, a full life-cycle sales process, including prospecting, presenting, and closing.
- Develop and maintain long-term relationships with customer accounts, operating as a main point of contact to ensure clients receive timely and responsive support and success.
- Generate new opportunities among client accounts, including upselling and cross-selling.
- Become a trusted resource with the ability to influence and develop long-term relationships using a strategic partner focus.
- Serve as the primary point of contact for customer inquiries, providing timely and effective solutions.
- Coordinate with ELLKAY teams to ensure consistent service and assist with challenging client requests or escalations as needed.
- Quickly learn ELLKAY’s solution portfolio and have an expert ability to relate them to ELLKAY’s customers and industry challenges.
- Understand customer goals and objectives, and work collaboratively to help them achieve these outcomes.
- Deliver effective sales presentations to stakeholders, virtually and in-person.
- Formulate sales quotations and negotiate contracts.
- Accurately communicate pipeline, forecast, and activities in Salesforce.
- Provide training and resources to customers to help them effectively use our products and services.
- Conduct regular check-ins with customers to review progress, address concerns, and identify opportunities for improvement.
- Monitor customer usage and engagement and proactively address any potential issues.
- Gather and analyze customer feedback to inform product improvements and enhancements.
- Develop and implement strategies to increase customer retention and loyalty.
- Stay up-to-date with industry trends and best practices to continuously improve the customer success process
Qualifications:
- Minimum of 3-5 years’ experience developing existing business in healthcare or related field.
- Strong interpersonal and communication skills.
- Ability to build and maintain strong relationships with customers.
- Excellent problem-solving and critical-thinking abilities.
- Proactive and self-motivated with a customer-centric mindset.
- Familiarity with CRM software and customer success tools.
- Ability to work collaboratively with cross-functional teams.
- Strong organizational and time management skills.
- Ability to thrive in a fast paced and demanding business environment.
- A proven track record selling technology or connectivity solutions into the health system, hospital, or EMR/EHR market is a distinct advantage.
- A stellar reputation for delivering excellent service and existing relationships with health systems, hospitals, and eHealth companies is a strong advantage.
- Ability to independently manage multiple sales targets and strategic relationships.
Benefits:
ELLKAY offers a comprehensive and competitive benefit package that starts day one!
Including:
- A Competitive salary
- 401k w/ matching – once eligibility is met
- Work/life balance
- Paid Volunteer Program
- Flexible working hours
- Unlimited PTO
- Remote work options
- Employee Discounts
- Parental Leave
Our awesome culture includes:
- Working with talented, collaborative, and friendly people who love what they do
- Professional growth within
- Innovation environment
- On site in HQ Free daily lunches
Additional information
At ELLKAY, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy of operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 40 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets.
For more information on our company, visit www.ELLKAY.com.
ELLKAY LLC is a Smoke-Free Workplace.
ELLKAY, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.