Customer Relationship and Success Manager, Product Team

Overview

ECG, the most experienced healthcare consulting firm working in the U.S., is ranked as a Best Small Firm to Work For 2024 by Consulting Magazine.

At ECG, our primary emphasis is on quality-in our people as well as our services-and we're seeking others who appreciate our high standards of excellence.

What's in It for You : Innovate with Purpose

At ECG, you can have a bigger impact than you ever imagined. The work you do will ultimately help health systems optimize performance and meet the needs of the communities they service-and that's just the beginning.

We're looking for innovators, problem-solvers, and self-starters to collaborate across our product team and consulting divisions, take on challenging projects, and find new ways to improve patient care.

ECG is committed to ensuring a supportive work environment that embraces diversity, equity, and inclusion, recognizes performance, communicates transparently, and values work-life balance.

Join Our Product Team

Our growing Product Team works directly with clients, supporting products as well as consulting teams to help deliver new insights, efficient technology-enabled solutions, streamlined analysis, and world-class intelligence to the healthcare organizations we serve as clients.

You will support physician and executive leadership to make informed decisions that can alter the course of their enterprises in areas such as physician alignment, mergers and acquisitions, service line planning, provider compensation, fair market value, financial performance, transforming care models, patient access, optimizing managed care portfolios, expanding digital health and more.

ECG has established products related to valuation services, market analysis, and provider needs along with emerging products related to compensation, patient access, financial stewardship, and a variety of other areas.

The goal of the position is to lead and manage subscriber relationships to maximize satisfaction, retention, and revenue growth by using product knowledge and industry insights.

You will value through proactive engagement, renewals, and collaboration on product enhancements within the ECG technology and consulting landscape.

The ideal candidate is open to new challenges, exceptional at multitasking, builds strong relationships quickly, and is proficient at learning and selling new solutions.

Your Opportunity with ECG : Customer Relationship and Success Manager, Product Team

As the customer relationship and success manager, working with the Product Team at ECG, you will play a pivotal role in managing and nurturing relationships with subscribing customers across ECG's portfolio.

You serve as the main point of contact for clients post sale and implementation. You will be responsible for ensuring our subscribers derive maximum value from their subscriptions, optimizing the use of products, leading renewal and renegotiation efforts, and collaborating closely with internal teams to enhance our product offerings.

The ideal candidate will possess a strong understanding of SaaS products, healthcare and IT trends, and the healthcare landscape.

You will be instrumental in driving satisfaction, retention, and revenue growth while maintaining a high level of technical expertise and triaging customer support.

Your ability to manage and grow subscriber relationships will directly influence our company's success. By ensuring that our subscribers receive the maximum value from our products and by identifying new opportunities for growth, you will play a critical role in driving subscription revenue and shaping the future of our SaaS offerings and supportive services.

Your contributions will not only enhance subscriber satisfaction but also strengthen our position as a leading provider of technology solutions in the healthcare industry.

Your responsibilities may include but are not limited to those listed below.

Subscriber Management and Retention

• Own subscriber relationships by managing the entire post-sale life cycle of subscriber relationships, ensuring consistent and proactive engagement with subscribers to maintain satisfaction and improve or sustain retention.
• Lead renewal and renegotiation processes and renegotiate subscription terms with subscribers, aiming to maximize retention and revenue.
• Collaborate on Value Optimization with subscribers to understand their needs and ensure they fully utilize the features and benefits of their subscriptions to achieve their business goals.

You will work with the product team to develop meaningful and valuable product enhancements.

• Lead and coordinate the onboarding process of new MDRanger® subscribers. Where applicable, collaborate with the ECG implementation team on other products.
• Ensure smooth product setup and integration into customer workflows; conduct training sessions to educate customers on how to use the product(s) effectively;

develop and update onboarding materials, tutorials, and resources to enhance the user experience.

Serve as the primary point of contact for subscriber inquiries, providing expert-level support and resolving issues in a timely and efficient manner.

Escalate tier II and III issues to the appropriate support teams and maintain follow-up to ensure timely resolution.

• Develop and maintain strong, long-lasting relationships with subscribers by consistently delivering value and exceptional service.
• Establish a robust feedback loop with subscribers to gather insights on their experience, which will inform product enhancements and customer success strategies.

Revenue Growth

Meet or exceed subscription renewal revenue targets by implementing effective account management strategies and identifying upsell and cross-sell opportunities.

Coordinate appropriate hand-offs to ECG sales teams or consulting teams.

• Continually learn and stay informed on industry trends related to healthcare and SaaS / IT solutions, monitor market activities, and understand competitor offerings to proactively identify opportunities for product enhancements or new product development.
• Provide periodic (e.g., monthly) reports to the VP of Product and other internal stakeholders on subscription revenue, renewal rates, and other key metrics, offering insights and recommendations for improvement.

Customer Success

• Track and achieve key performance indicators (KPIs).
• Prepare and present reports to project sponsors, senior management, and other customer stakeholders on success initiatives, challenges, and outcomes.
• Collect, analyze, and report feedback to internal teams (e.g., product, engineering) to influence product development and feature prioritization.
• Serve as the advocate for users' needs to the product team, ensuring user voices are heard in strategic planning and product roadmaps.

Product Knowledge and Training

• Maintain a strong technical understanding of our products.
• Continuously expand your knowledge of healthcare and IT industry trends and relevant regulatory changes to better serve our subscribers.
• Assist with testing new product features and contribute to benchmarking efforts to ensure our products remain competitive and valuable to subscribers.
• Train and mentor staff, sharing best practices in account management, negotiation, and customer service.
• Engage in ongoing professional development to stay ahead in the dynamic SaaS and healthcare worlds, fostering a culture of continuous improvement within the team.

Our Expectations of You

• Bachelor's degree in marketing, business administration, communication, liberal arts, or a related degree.
• Four or more years of experience in customer success, account management, client relationship management, business development, or sales within the technology product sector.

Healthcare, IT, or SaaS experience is a plus.

• Proven track record of meeting or exceeding customer success and retention targets and driving revenue growth.
• Excellent communication, presentation, and facilitation skills.
• Strong issue resolution and conflict management skills.
• The ability to quickly relate to clients.
• Strong problem-solving abilities and excellent professional judgment.
• Proficiency in Issue Resolution and CRM software and tools (Microsoft Dynamics, Salesforce, ServiceNow, Jira, etc.). Experience specifically with Microsoft Dynamics or ServiceNow is a plus.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to work independently and as part of a collaborative team in a fast-paced, dynamic environment.

Job Locations

Atlanta, Boston, Chicago, Dallas, Minneapolis, San Diego, Seattle, St. Louis, or Washington DC

Schedule

Full time / exempt

What You Can Expect of Us

To reward our driven, innovative, and passionate employees, we've built a company culture that's centered on performance.

We offer an attractive compensation package, challenging work, and an entrepreneurial environment where you can take ownership of your career-and get out as much as you put in.

The estimated base salary range for this job is $110,000-$120,000 annually. It represents a good faith estimate of the range that ECG reasonably expects to pay at the time of the job posting.

The actual salary paid will vary based on multiple factors, including but not limited to years of experience, special skills, and market changes.

This job is eligible to participate in ECG's annual incentive compensation program, which reflects ECG's pay-for-performance philosophy.

The job is also eligible to participate in ECG's benefit plans, which include medical, dental, and vision coverage, 401(k) matching program, unlimited PTO, and other wellness programs.

About ECG

With knowledge and expertise built over the course of 50-plus years, ECG is a national consulting firm that is redefining healthcare together with its clients.

ECG offers a broad range of strategic, financial, operational, and technology-enabled consulting services encompassing health system performance improvement, ambulatory care planning, market consolidation, and physician enterprise optimization.

ECG is an industry leader, offering specialized expertise to clients across the full continuum of care, including hospitals, health systems, medical groups, academic medical centers, children's hospitals, cancer centers, ambulatory surgery centers, investors, and payers / health plans.

ECG's national presence includes offices in Atlanta, Boston, Chicago, Dallas, Minneapolis, San Diego, Seattle, St. Louis, and Washington, DC.

Apply now and make an impact for years to come.

To begin the recruitment process, please submit your resume via our career site at https : / / careers.ecgmc.com.

ECG provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, color, religion, national origin, citizenship, ancestry, age, disability, pregnancy, medical condition (cancer and genetic characteristics), genetic information, gender, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other legally protected characteristic.

People of color are encouraged to apply. We participate in E-Verify as part of our onboarding process. Having the permanent legal right to work in the United States is a condition of employment.

ECG is not currently able to provide assistance to candidates requiring sponsorship or a visa.

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