Job Description

Our HX Success Manager plays a pivotal role as a key partner for our clients, ensuring their success, satisfaction, and growth with our products and services. You will serve as their primary advocate and trusted advisor, fostering strong relationships and delivering strategic guidance to maximize the value they derive from our solutions. As a key liaison between our company and our clients, you will leverage your communication skills and strategic mindset to build strong relationships, provide expert guidance, and drive tangible outcomes. 

Duties and Responsibilities 

Relationship Building: Establish strong, multi-level client stakeholder relationships becoming a trusted advisor they can rely on for guidance and support. 

 Problem Solving: Proactively identify issues or concerns and work cross-functionally to resolve them promptly, ensuring a seamless experience for the client. 

 Communication: Provide polished and timely client communication and responsive follow through on all issues, actions, and escalations.  

Product Expertise: Understand and develop a thorough knowledge of products and solutions across the entire Press Ganey portfolio (existing and on roadmap) to effectively address client needs.

Renewal: Monitor client satisfaction and engagement levels to drive retention and identify opportunities for account growth. Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities 

Expansion: Partner with Growth to assist with discovery and contribute to account plans and strategies. 

 Advocate: Champion customer needs internally and mobilize other Press Ganey resources to maximize customer impact 

Industry Knowledge: Support and lead industry programs, online communities, webinars and events, etc., aimed at networking like clients to support Press Ganey’s value proposition. 

Ability to lead direct reports, exhibiting the capability to guide, coordinate, and support team members as needed within the scope of the role.