HX Client Success Manager

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs. 

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve. We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

Job Description

Our HX Success Manager plays a pivotal role as a key partner for our clients, ensuring their success, satisfaction, and growth with our products and services. You will serve as their primary advocate and trusted advisor, fostering strong relationships and delivering strategic guidance to maximize the value they derive from our solutions. As a key liaison between our company and our clients, you will leverage your communication skills and strategic mindset to build strong relationships, provide expert guidance, and drive tangible outcomes. 

Duties and Responsibilities 

• Relationship Building: Establish strong, multi-level client stakeholder relationships becoming a trusted advisor they can rely on for guidance and support.
• Problem Solving: Proactively identify issues or concerns and work cross-functionally to resolve them promptly, ensuring a seamless experience for the client.
• Communication: Provide polished and timely client communication and responsive follow through on all issues, actions, and escalations.
• Product Expertise: Understand and develop a thorough knowledge of products and solutions across the entire Press Ganey portfolio (existing and on roadmap) to effectively address client needs.
• Renewal: Monitor client satisfaction and engagement levels to drive retention and identify opportunities for account growth. Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
• Expansion: Partner with Growth to assist with discovery and contribute to account plans and strategies.
• Advocate: Champion customer needs internally and mobilize other Press Ganey resources to maximize customer impact
• Industry Knowledge: Support and lead industry programs, online communities, webinars and events, etc., aimed at networking like clients to support Press Ganey’s value proposition.
• Ability to lead direct reports, exhibiting the capability to guide, coordinate, and support team members as needed within the scope of the role.

Qualifications

• Minimum 5-10 years’ experience in healthcare consulting, customer experience, patient experience, customer success or account management
• Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Solid working knowledge of improvement methodology, best practices, and data analytics
• Ability to travel up to 50% to provide client support both virtually and onsite, via webinar/group meeting or individual consultation
• Ability to work in a fast-paced environment while prioritizing competing client needs
• Obsession with customer experience including follow-up and problem resolution

Education 

Bachelor’s degree and 5 years minimum of prior relevant experience with healthcare patient experience improvement 

Special Working Conditions

Flexible to work between the hours of 8AM ET and 5PM ET with the possibility to flex up or down hours depending on business needs. 

Additional Information

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 

The expected base salary for this position is $80000 – $160000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results. 

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/ 

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