Customer Success Manager - West Coast Region - Chicago Illinois

Company: TapestryHealth
Location: Chicago, Illinois
Posted On: 01/19/2025

We are a fast-growing, market-leading provider of innovative medical care for long-term care communities. Our team is made of healthcare experts who leverage the latest technology to improve the quality of care provided in long-term care facilities. By proactively identifying patients who are at risk of hospitalization or emergency room visits, our solutions help the nursing team and physicians provide the right care to the right patients at the right time. Our team of clinicians supports the care through 24/7 onsite and/or telehealth services. Each facility we partner with receives a safety net of solutions that integrate seamlessly with existing workflows and create a personalized, proactive approach for every patient.POSITION SUMMARY: Must live within the West Coast RegionTapestryHealth is seeking a highly skilled and motivated Customer Success Manager to join our rapidly growing Client Services team. This is a new role for TapestryHealth and a key role for our continued growth. TapestryHealth serves over 1,000 nursing homes nationwide, and a workforce of 400+ employees and contractors. This role involves partnering cross functionally to build and maintain strong relationships with our customers. The Customer Success Manager will collaborate closely with clients to harness the full potential of TapestryHealth's tools and services. The primary objective being to drive impactful outcomes by ensuring clients not only adopt our solutions, but seamlessly integrate them into their operational and clinical workflows for maximized efficiency and improved patient care. This role requires a combination of excellent communication skills, technical expertise, and a deep understanding of customer needs to drive customer retention, expansion, and overall success.
PRIMARY RESPONSIBILITIES:

• You will be a product expert across all our product lines and help drive our product and services adoption with our customers in a proactive and data driven manner.
• Build and maintain strong, positive relationships with clients at the corporate and facility levels by regularly engaging in communication and understanding their evolving needs.
• Foster a sense of trust and partnership through proactive engagement and responsive communication.
• Provide strategic guidance to clients on maximizing the impact of TapestryHealth tools and services, aligning them with organizational goals and desired outcomes.
• Collaborate with facilities to develop strategies that leverage the full potential of solutions in their specific operational and clinical workflows.
• Conduct regular check-ins with key stakeholders to assess satisfaction levels, gather feedback, and ensure alignment between TapestryHealth solutions and client needs and objectives.
• Work closely with the Project Management and Corporate Account Management teams to ensure a smooth transition from implementation and to drive strong utilization and adoption of TapestryHealth tools and clinical services post implementation.
• Collaborate with internal teams and client resources to develop and implement solutions that meet client needs and workflows.
• Proactively identify potential client issues and concerns, addressing them in a timely and effective manner.
• Serve as a passionate advocate for both clients and TapestryHealth within the organization.
• Communicate regularly with clients to provide updates, share best practices, and gather feedback.
• Facilitate client training and education sessions to ensure smooth and successful utilization of TapestryHealth solutions and increased brand awareness for facility leadership, staff, patients and families.
• Monitor client utilization and progress and provide ongoing support to maximize their experience with our services.
• Travel to customer sites to support service delivery via education and training.
• Other related duties as assigned.MINIMUM REQUIREMENTS
  • Bachelor's degree in a relevant field or equivalent work experience.
  • Proven experience in client success, account management, or a related client facing role. Preferably in the healthcare industry.
  • Proficient in analyzing data and creating insightful reports to drive decision-making.
  • Strong understanding of long-term care environments and healthcare workflows is a plus.
  • Ability to travel within region at least quarterly to visit assigned accounts.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to collaborate effectively with cross-functional teams.
  • Demonstrated ability to manage multiple priorities in a dynamic, fast-paced environment.
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