Customer Retention Manager

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love.

As a Customer Retention Manager at Elation Health, you will play a critical role in managing our Small Group customer user base.This role will initially report to Chief Experience Officer. Your primary responsibility will be to support and nurture our growing Small Group book of business. You will be responsible for the annual retention and organic growth for this book of business, along with renewals and customer relationship escalations. 

Responsibilities:

Supporting the Small Group book of business

• You are responsible for supporting the Customer Retention Principal in managing risk escalations, customer downgrades, renewals and customer churn
• You are the direct escalation point for Support to manage customer escalations
• You will deploy churn mitigation strategies across the Small Group book of business, using our various customer communications channels and establish strategies to help our Small Group customers grow organically

Use data analyses and many-to-one communication strategies to achieve KPIs

• Drive cross-functional projects with customer marketing, enablement, Support and other Elation teams to implement strategies and tactics that come out of the customer trends to hit KPIs

Own Small Group customer trends, especially downgrade and churn numbers

• Working with the Customer Retention Principal, inform our Support, Enablement and Product Development teams of areas for improvement and immediate needs and risk
• Steward actionable report for these internal teams to respond to as it relates to informed insights 

Build scalable processes

• This individual contributor will help create the foundations and processes to build redundancies in this function and enable future scale

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field
• Minimum of 2 years experience in a front-line customer role, with at least 2 years in managing a customer book of business
• Ability to manage and resolve complex customer issues and relationship escalations
• Strong intuition to understand trends by analyzing data and qualitative inputs

Salary range: $90,000 – 105,000