Position Description

Entrada is seeking a Client Success Manager for its rapidly growing customer base and evolving team. The Client Success Manager will serve as the primary relationship owner of new and existing customers at all levels of a clinical organization (large healthcare systems, hospitals and clinics) including c-suite, physicians, and administrative staff. Brentwood, TN Office Based. Reports to: Vice President, Client Success

Who would be successful in this position?

As the primary customer facing representative of Entrada, the Client Success Manager position places a strong emphasis on professionalism, organizational skills, communication skills, taking initiative and the ability to work autonomously. Must be able to multi-task and consistently meet commitments. Strong computer skills and proficiency with Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint) is required. Knowledge of Healthcare and EHR workflows a plus but not required.

Who is successful at Entrada?

To succeed at Entrada, an employee must be able to both “think” and “do” but also be coachable and enjoy learning on their feet. Successful people at Entrada survive and thrive through ambiguity and love taking ownership of their responsibilities. These people enjoy being held accountable and are incredibly resourceful, figuring out how to answer questions and solve complex issues independently.

What are the responsibilities of the Client Success Manager?

The Client Success Manager will have the following responsibilities. As with any high-growth technology company, new responsibilities will be added, and this list should not be viewed as comprehensive.

  • Partnering with Entrada Sales and Implementation teams for successful customer initiation
  • Farming designated customer portfolio for expansion and upsell opportunities
  • Maintaining accurate customer metrics and reporting
  • Act consultatively with regards to Entrada’s products and services
  • Consistent articulation of Entrada’s value proposition
  • Create regular opportunities for customer engagement
  • Ensure highest level of customer satisfaction
  • Navigate internally to meet both customer and Entrada goals
  • Develop strong customer and internal relationships
  • Appropriate escalation of customer issues
  • Own internal and external customer communication
  • Customer product training

Job Scorecard

  • Core competencies: strategic thinking, negotiation skills, organization, communication, resourcefulness, commitment to excellence, energy, ambition, team player.