Opportunity
The Customer Success Partner (CSP) is a key differentiator for eLuma’s products and services, responsible for a portfolio of assigned customers and clinicians. Post-sale/recruitment, the CSP ensures a positive experience for both customers and clinicians. This role maximizes value from eLuma products and services by driving adoption, sharing best practices, answering business questions, identifying opportunities, and supporting customers’ strategic goals. Success in this role relies on personal accountability and a collaborative approach.
Primary Responsibilities:
- They serve as the main point of contact for customers post-sale and clinicians post-recruitment, ensuring positive relationships with both.
- Become a subject matter expert on assigned school customer needs and organizations to drive key success goals.
- Develop and implement communication strategies for successful interactions and dispute resolution between customers and clinicians.
- Identify at-risk accounts and lead cross-functional efforts to realign them with success goals.
- Conduct regular customer review conversations, including on-site visits with key stakeholders.
- Advocate for customers and clinicians within contract obligations and issue resolution best practices.
- Understand contracts and hold parties accountable to terms.
- Lead account strategies to improve net retention.
- Grow customer ARR by identifying and pursuing expansion opportunities.
- Assist Finance with overdue accounts and collection efforts as needed.
- Project manage the multi-departmental school customer onboarding process.
- Champion the use of the CRM, ChurnZero, for documentation, reporting, and automation to streamline work processes.
- Analyze and interpret data to identify trends in service utilization and address gaps in contracted services.
- Embody our values in all interactions, both internally and externally.
- Perform other duties as assigned.
About You:
- Navigate difficult conversations to find common ground and create acceptable solutions.
- Strong attention to detail and time management.
- Effective oral and written communication skills.
- Success in prioritizing workload and project timelines while managing interruptions and schedule changes.
- Ability to work effectively in ambiguous situations and cross-departmentally.
Requirements:
- 3+ years of experience managing customer relationships and navigating complex challenges that result in positive outcomes.
- Bachelor’s degree or equivalent work experience
- Prior education experience preferred
- Ability to travel up to 25% for team meetings, conferences, client visits, etc.
Benefits:
- Health, Vision, Dental, and Life Insurance
- 401(k)
- Paid Holidays and PTO
- Incentives and potential bonuses
- Flexible work schedule
About Us
eLuma is the premier provider of live, online therapy services (also known as teletherapy and telepractice) and software solutions for kids and adolescents. We specifically provide online speech therapy, occupational therapy, physical therapy, mental health and school psychology services to students in K-12 schools.
With a national network of high-quality therapists & educators, an innovative software platform, and a game-changing case management system, eLuma empowers K-12 special education programs to provide related services in the most effective, cost-efficient and dependable way. eLuma is one of the fastest growing companies in this exciting niche.
Please visit our website, www.eluma.com to learn more about us and apply today.
eLuma provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. eLuma is an E-Verify participating employer.