Customer Success (Operations) Manager

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We are seeking a Customer Success (Operations) Manager to join our growing team. This position will require residing in or around Columbus, Ohio to support a Columbus client with frequent travel. This role will serve as the point person for designated HHAeXchange clients. The Customer Success (Operations) Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution, and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Customer Success (Operations) Manager will focus on retaining and growing customer relationships. They will be responsible for day to day execution, including coordination, delivery, tracking, incident response, and ensuring commitments are met. They will own SLAs, coordinate t [... source excerpt omitted ...] ily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential Job Duties Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market. Ensure client retention through delivery of exceptional service and support. Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution. Uncover the true business needs, pain points, and challenges [... source excerpt omitted ...] rstand the client's organizational landscape. Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals. Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership. Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews. Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and busine