Manager, Customer Advisors

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. 

We are seeking a highly motivated and skilled individual to join our Technical Customer Care team as Manager, Customer Advisors. In this leadership role, you will oversee a team responsible for driving adoption and supporting the retention of our SMB and Mid-Market providers. You will lead your team in ensuring customer success, strengthening relationships, and identifying opportunities to enhance the overall customer experience with HHAeXchange.

As the Manager, you will be responsible for monitoring key metrics to evaluate the health of customer relationships, helping troubleshoot and escalate issues as needed. You will leverage your expertise in relationship management, consultative support, and strategic thinking to address gaps in implementation, training, and ongoing support, all while fostering long-term customer satisfaction and retention. Additionally, you will mentor and develop your team, ensuring they are equipped with the skills and knowledge necessary to excel in their roles and deliver outstanding service to clients.

This role is a fully on-site position in our Minneapolis, MN office.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensure customer success through engagement, adoption and ensuring customer’s fully realize the value of HHAeXchange products. 
• Mentor, coach, and provide ongoing support, fostering a collaborative and results-driven environment.
• Build relationships with customers to identify opportunities, effectively hitting monthly goals. 
• Responsible for the ongoing health of customer relationships 
• Proactively manage high-support ticket customers by identifying and addressing recurring issues through collaboration with technical teams
• Collaborate closely with the Interoperability team to resolve billing and process-related issues for customers experiencing high rejection rates
• Proactively identify and work with customers who have low adoption and/or training metrics to ensure they understand and utilize the full scope of the product
• Uncover the true business needs, pain points, and challenges that our clients are facing. 
• Drive customer retention initiatives by proactively identifying at-risk clients by monitoring engagement and satisfaction metrics. 
• Partner cross-functionally with product, marketing, and finance to ensure the continued success of your clients. 
• Provide insightful feedback from customer conversations to product, sales, and marketing leadership. 
• Assist with challenging customer requests or issue escalations as needed. 
• Work with customers to ensure benefits realization and proactively promotes new solutions. 
• Inspire and motivate the team to achieve key performance metrics.
• Track and measure ongoing client activities to optimize performance. 

• Other duties as assigned by supervisor or HHAeXchange leader.

• Travel up to 10%, including overnight travel

• At least 5+ years of proven leadership experience in retaining customers within SaaS platforms, with a strong background in customer service management, including leading teams in a call center environment to drive customer success and satisfaction.
• Provide insightful and actionable feedback from your client interactions to the executive leadership team.
• Foster a culture of accountability, collaboration, and continuous improvement within the team.
• Excellent customer service, communication skills and proficiency in Salesforce Service Cloud, Gainsight, Microsoft Office, Jira, AWS
• Strong Analytical and Problem-solving skills with the ability to identify technical issues, analyze root causes, and provide actional solutions to improve customer care performance.
• Proven interpersonal, collaborative, and relationship building skills.
• Passionate about customer service and delivering value to customers. 
• Strong organizational skills and ability to manage priorities and workflow. 
• Teamwork approach, enthusiasm, and a strong desire to succeed!
• Bonus: Experience working with clients in the healthcare or homecare industry 

The base salary range for this US-based, full-time, and exempt position is $85,000-$100,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.