Customer Success Manager, Idd

About Sandata Technologies: Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 19 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible.
Why work here: At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we’ve come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.
Sandata seeks an experienced Customer Success Manager, IDD who will be responsible for developing and expanding relationships within the current I/DD (Intellectual Development for Disabilities) accounts through strategic activities and programs designed to drive value and success for our customers. The CSM is the customer advocate and partners cross functionally within the organization on strategic initiatives, feedback loops and other projects to ensure value in the use of Sandata’s products and services. This is a customer facing role with direct impact to overall customer experience by strengthening and growing the client relationship. This individual will report to our IDD Market Leader.
This position is remote and the candidate can sit anywhere in the United States.

• Primary point of contact for specific Sandata customers.
• Manage a portfolio of clients and make certain high level of satisfaction with the solution is achieved
• Facilitate the transition out of implementation to go-live and support the client’s drive towards self-sufficiency
• Ensure customer retention and manage customers’ success and growth by engaging with customers throughout the relationship lifecycle and executing the steps in our standard customer journey
• Develop customer-facing success plans that outline critical success factors, key metrics, potential issues, and enhancement recommendations
• Foster upstream/downstream customer relationships to help establish deeper customer relationships
• Identify opportunities for customer experience improvement and engagement cross-departmentally to influence change
• Organize, lead and participate in customer meetings (e.g., onboarding kick-offs, regularly scheduled operational calls, quarterly reviews)
• Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership
• Participate/coordinate escalation of technical support issues with relevant product vendors
• Become certified in Sandata’s suite of products and stay up to date on new features, enhancements and/or system changes.
• Effectively communicate with peers and all levels of management.
• Facilitate meetings with internal teams, transfer knowledge.
• Other duties and special projects as assigned.