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Customer Success Manager

Department

Customer Operations

Location

Sunnyvale, CA or Remote

WHO YOU ARE: 

Health Gorilla is seeking a Customer Success Manager to manage ongoing projects for our implemented customers and support our customer operations efforts. We are looking for someone with a proven track record in creating satisfied, referenceable clients either through a customer operations or customer support role. Our ideal candidate will be comfortable in a startup environment, experienced with supporting an enterprise software platform, and can move quickly to wear many hats. Healthcare experience is a plus. The Customer Success Manager will help successfully drive user adoption and retention across a variety of ways in addition to being a customer advocate within Health Gorilla. 

RESPONSIBILITIES AND DUTIES:

  • Drive implementation and support activities for new and existing customers
  • Maintain continuous communication with every customer through every step of issue resolution
  • Facilitate a smooth transition of customers from sales to implementations

Provide customer training and onboarding to a variety of clinical roles:

  • Identify and track project action items, issues, impediments, and risks and escalate to Customer Operations leadership as needed
  • Identify customer requirements and ensure alignment with product management
  • Provide regular status reports both internally and to the customer(s)
  • Work with internal teams to collect information for customer upselling and to support sales pipeline
  • Communicate proactively with the entire Health Gorilla team to provide encouragement, discuss solutions, and implement efficiency improvements for the Customer Operations team.

More general responsibilities are:

  • Develop and/or enhance streamlined processes for customer support, customer success, and project management
  • Continuously drives and improves implementation of best practices and internal deliverables, such as training tools and customer facing guides
  • Set up and run customer touch base and status meetings
  • Must be extremely proficient in support operations tools, including Jira, Confluence, and SalesForce  

KNOWLEDGE AND SKILL REQUIREMENTS:

  • Set up and run customer touch base and status meetings
  • 5+ years of experience in a customer operations or project management role
  • Basic understanding of enterprise software, project planning, and implementation
  • Undergraduate or graduate degree in a relevant discipline
  • Excellent communication in both written and oral form
  • Passion for improving healthcare interoperability
  • Ability to commute to Sunnyvale HQ
  • Big plus: healthcare experience

ABOUT HEALTH GORILLA

Founded in 2014, Health Gorilla is a secure interoperability solution that enables the entire health care ecosystem – patients, payers, providers, digital health solutions, and labs – to seamlessly share health data and aggregate each patient's full clinical history in one place. With enterprise-grade patient identity matching, an unparalleled patient index, and best-in-class security, the Health Gorilla network makes it easy for providers to pull their patient's information from any other clinical records system.

Headquartered in Silicon Valley, Health Gorilla works with health care organizations around the world, helping them gather the clinical data they need to deliver the best and most appropriate care for their patients. For more information, visit healthgorilla.com or follow us on Twitter @HealthGorilla.


OUR COMPANY VALUES:

We build solutions for developers and providers who serve on the front lines of care delivery. To serve our customers, we uphold certain values as a team. 

COMMITMENT: We commit ourselves fully to our customers, and, in many ways, we act as an extension of our customers. 

STANDARDS: We hold ourselves to the highest standards of integrity and honesty when it comes to supporting our customers, handling customer data, or building out new partnerships. 

LEARN MORE: We must remain bold with our ideas. We must continually explore new frontiers in interoperability and push the boundaries of possible, always in our customers' service.


COMPENSATION AND BENEFITS:

We offer a variety of benefits that take compensation well beyond a paycheck. This includes traditional benefits and benefits you might not expect or know about, such as:

  • We offer all employees a competitive salary, bonus program, and stock options, enabling everyone to reap their work rewards.
  • Health Gorilla offers comprehensive coverage, including health, dental, vision, disability, and life insurance. 
  • We have a flexible vacation policy, allowing you to work from home and take as much time off as you need.
  • On your first day, you'll be equipped with the latest technology tools, keyboard, and desktop monitor. 
  • You'll also get plenty of Gorilla swag, including t-shirts, hoodies, and notebooks.
  • Upbeat, casual, and fun office environment and culture.
  • Company-sponsored events & happy hours.
  • Pup-friendly office.


Diversity: 

We believe that diversity creates a healthier atmosphere: Health Gorilla is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. 

Apply Today

We’re looking for passionate employees who work well in a small, fast-paced environment and are committed to improving the quality of healthcare.