ABOUT THIS POSITION
Serves as the primary post-sale point of contact for clients / customers. Uses in-depth knowledge of client industry and / or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products / services. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) / services. May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products / services; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and / or Support. May or may not be on a sales incentive plan that is based on individual and / or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.WHAT YOU'LL DO
* **Client Relationship Management:** Develop and maintain strong, long-lasting relationships with a dedicated portfolio of mid-tier and strategic clients, acting as their primary point of contact and advocate within Waystar.
* **Onboarding and Adoption:** Guide new and existing clients through successful product onboarding, ensuring comprehensive understanding and maximizing utilization of Waystar's solutions to achieve their business objectives.
* **Proactive Engagement:** Regularly engage with clients to assess their needs, identify potential challenges, and proactively offer solutions and best practices to optimize their use of Waystar's platform.
* **Problem Resolution:** Act as a liaison between clients and internal teams (e.g., product, support, engineering) to effectively resolve issues, ensuring timely and satisfactory outcomes.
* **Renewal and Expansion:** Drive client renewals and identify opportunities for account expansion through upselling and cross-selling Waystar's broader product suite.
* **Performance Monitoring & Reporting:** Track key client success metrics, analyze usage data, and prepare regular reports to demonstrate value and identify areas for improvement.
* **Feedback & Advocacy:** Gather client feedback and insights, communicating them internally to inform product development and service enhancements. Serve as a strong internal advocate for client needs.
* **Product Expertise:** Maintain a deep understanding of Waystar's products, features, and roadmaps to effectively guide and educate clients.
* **Documentation:** Maintain accurate and up-to-date client records within the CRM system.
WHAT YOU'LL NEED
* **Experience:** 4+ years of experience in a customer success, account management, or client-facing role, preferably within a SaaS or technology company.
* **Communication Skills:** Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly and concisely to diverse audiences.
* **Relationship Building:** Proven ability to build rapport and establish strong, trusted relationships with clients at various organizational levels.
* **Problem-Solving:** Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client challenges.
* **Technical Aptitude:** Comfort with technology and the ability to quickly learn and understand new software solutions.
* **Organization & Time Management:** Excellent organizational skills and the ability to manage multiple priorities and deadlines effectively.
* **Customer Focus:** A passion for customer success and a strong commitment to delivering an exceptional client experience.
* **Team Player:** Ability to collaborate effectively with internal teams to achieve shared goals.
* **Education:** Bachelor's degree in a relevant field (e.g., Business, Marketing, Communications, Computer Science) or equivalent practical experience.
ABOUT WAYSTAR
Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.
Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.
WAYSTAR PERKS
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.