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Findhelp Remotiveover 1 year ago
Apply Nowover 1 year ago
We’re changing the way people connect to social care.
Findhelp launched over 10 years ago in Austin, TX and has helped millions of people. We make it easy to find food, health, housing, and employment programs in seconds at findhelp.org.
As a certified B Corp, we are driven to do good, we’re powered by tech, and looking for passionate people to join our team. Our mission is to connect all people in need and the programs that serve them (with dignity and ease).
If our mission resonates with you, we’d love for you to keep reading.
The role:
As part of the Customer Success team, we serve as the customer’s trusted partner. The Customer Happiness Executive seeks to create, maintain, and grow the customer’s social care vision and impact. We build new opportunities and solve challenges for our customers as they help people find and connect with the services they need. Our customers are innovative organizations across many sectors -- healthcare, government, local and national nonprofits, education, and housing, to name a few.
Your role will center around building trusted executive customer relationships, maintaining, and monitoring strong customer health and retention, and expanding customer use of the platform.
< class="h3">What You’ll Do:
- Develop & maintain trusted advisor relationships with executive sponsors, government officials and/or customer stakeholders
- Communicate findhelp’s vision of the future of social care and how technology can support customers in achieving their goals
- Create strategic account plans to achieve the organizational goals of our customers
- Drive contracts, renewals, and expansions
- Serve as the main escalation point for customer leadership, manage expectations and timelines for both the client and internal personnel
- Regularly monitor customer health, proactively identify risks, and create/manage action plans for risk mitigation
- Develop leading practices and initiatives that support social care outcomes for our customers
- Develop and deliver executive business reviews on a regular cadence
- Advocate for the customer, champion their success, including for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and how to help get them where they want to go
- Develop industry, regional, government sector, and state specific strategies for customer portfolio, such as opportunities for collaboration with customers, specific industry/state initiatives, building relationships with community partners, etc.
- Create and share materials to support internal and external marketing
- Lead customer-facing webinars or User Group Meeting presentations to share insights, leading practices, and industry trends
- Collaborate with the Customer Success team to build a thriving department and foster the overall success and adoption of findhelp and the people we serve
- Superior communication, networking, and relationship skills, and demonstrated ability to communicate/present effectively at all levels of the organization
- A strong desire to use your job and mind to make the world a better place for people in need
- Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
- Customer-focused, enthusiastic, positive, and service-oriented
- Intrinsically motivated, results-oriented, data focused and ambitious
- Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
- Interest in social determinants of health, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
- Ability to travel to conferences, trade shows, and some customer locations
- BS/BA degree or equivalent
- 8+ years’ experience in account management, customer success, sales, equivalent public sector work or organization leadership
- 5+ years working with the C-Suite
- Experience with technology and ability to learn new technologies quickly; SaaS experience preferred familiar with SaaS application support requirements
- Health plan, Government or government contracting experience strongly preferred