Customer Success Partner Job at Kyruus
Kyruus' mission is to connect people to the right care, in pursuit of our vision: a better healthcare system- one that's transparent and accessible- where everyone gets the care they need. At Kyruus, our values are at the heart of everything we do:
We
care
deeply – We do the right thing even if it’s the harder thing.
We are fiercely
driven – We harness our curiosity to pursue continuous improvement and create simple solutions to complex problems.
We lead with
respect – We celebrate the individual traits that make each of us unique and seek out diverse voices to listen and learn.
We are
accountable – We do what we promise for each other and our customers.
Here’s what that would mean for you in the Customer Success Partner role.
Care: You work as a partner and advocate for your clients - balancing urgency with empathy. You are invested in the outcome - for each client, for Kyruus, and for the future of healthcare.
Driven: You raise the bar because healthcare deserves it. You have the grit to keep going until the job is finished.
Respect: You know that we do not always have the right answer and maintain an open mindset. You recognize it is not just the results we achieve, it is how we get there that matters.
Accountable: You take ownership of mistakes and use them as motivation to improve. You build trust by leading with transparency and integrity.
What you will do in a Customer Success Partner role at Kyruus:
- You’ll own the creation of a strategic account plan, mapping activities to measurable goals, ensuring sound execution, and evolving the plan as necessary to make meaningful progress against key milestones.
- You’ll develop and foster relationships with customer leadership and operational management, crafting a stakeholder map to ensure appropriate engagement.
- You’ll be responsible for strong value delivery and customer experience.
- You’ll meet with customer leadership stakeholders to engage in regular business reviews, establishing a relationship as a ‘trusted advisor’.
- You’ll meet with the customer operational stakeholders to understand priorities, review performance, and give optimization recommendations.
- You’ll employ a consultative lens to understand customers’ core business needs, get to the root cause of requests, and strategize on next steps, triaging to SMEs as appropriate.You’ll identify customer needs for new products, product expansion, and new partnerships, setting up Sales colleagues for growth opportunities.You’ll encourage customer self-sufficiency, guiding them to resources such as the Help Page, Kyruus webinars / newsletters, and the Customer Support team.You’ll capture customer feedback and help internal stakeholders on the Product and Analytics teams understand what matters to the health system market.You’ll identify advocates from the customer base and help internal stakeholders on the Sales and Marketing teams harvest case studies and champions to speak to prospects.You’ll report to the Senior Manager, Customer Success in the Customer Success Department within the Customer Experience Division.
Ownership
- You’ll own the creation of a strategic account plan, mapping activities to measurable goals, ensuring sound execution, and evolving the plan as necessary to make meaningful progress against key milestones.
- You’ll develop and foster relationships with customer leadership and operational management, crafting a stakeholder map to ensure appropriate engagement.
- You’ll be responsible for strong value delivery and customer experience.
- You’ll meet with customer leadership stakeholders to engage in regular business reviews, establishing a relationship as a ‘trusted advisor’.
- You’ll meet with the customer operational stakeholders to understand priorities, review performance, and give optimization recommendations.
- You’ll employ a consultative lens to understand customers’ core business needs, get to the root cause of requests, and strategize on next steps, triaging to SMEs as appropriate.
- You’ll identify customer needs for new products, product expansion, and new partnerships, setting up Sales colleagues for growth opportunities.
- You’ll encourage customer self-sufficiency, guiding them to resources such as the Help Page, Kyruus webinars / newsletters, and the Customer Support team.
- You’ll capture customer feedback and help internal stakeholders on the Product and Analytics teams understand what matters to the health system market.
- You’ll identify advocates from the customer base and help internal stakeholders on the Sales and Marketing teams harvest case studies and champions to speak to prospects.
- You’ll report to the leadership on the Customer Success team within the Health System Business Unit.
Respect: How You’ll Use Your Professional Skills
- You’ll use your 7+ years of experience in customer management or consulting experience to:
- Cultivate customer relationships grounded in trust, transparency, and mutual respect.
- Center customer engagement in a strategic, thoughtful manner.
- Ensure a customer is set up successfully for the longevity of the Kyruus partnership through creating an account plan at the time of a closed deal, facilitating orientation sessions at the time of go-live, and socializing relevant new opportunities and partnerships.
- Look for opportunities for customers to increase product adoption or utilization, and collaborate with internal stakeholders as appropriate.
- Monitor analytics and performance metrics to provide recommendations on actions the customer can take to better utilize Kyruus solutions to achieve value.
- Leverage data to build a compelling story to influence change.
Empowerment: How You'll Know You're Succeeding
- Your customers have a good experience (NPS), realize value (customer health score), and renew their contract (retention).
- You’ve built successful relationships with customers, grounded in trust
- You’ve built credibility as a customer’s champion within Kyruus.
- You're an expert in your customer’s data and well-versed in strategies to optimize performance.
- You create and manage a ‘single view of the customer’ within Kyruus and are proficient with business tools - Salesforce, Jira, Confluence, Excel, and Powerpoint.
- Individuals in the Customer Success Partner role can move in a linear career path into the Senior Customer Success Partner role.
- Kyruus also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us.
Where You’ll Go From Here
Equal Opportunity Employer
Kyruus is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Kyruus has facilities.
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