Customer Success Manager
Customer Success Manager
Posted on :
27-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 90 - 105
Vacancy
1 Vacancy
Posted on :
27-04-2025
Job Description
At Royal we are building solutions to solve healthcares most challenging transportation problems through a combination of high touch service and high tech capabilities. While we cut our teeth in the ambulance business we are now bringing a full suite of transportation solutions to our customers that solve of healthcares biggest challenges from readmissions reduction to social determinants of health. Come join the ride with us!
Royal Ambulance is seeking a Customer Success Manager to help build relationships and support the hospitals & health systems we serve. Royals Customer Success team focuses on building and nurturing outstanding customer relationships identifying and deploying effective solutions growing and retaining customers and delivering case studyworthy customer results. By helping our
customers achieve their desired outcomes we aim to support the delivery of highquality seamless care for patients and families.
*Note this position has hybrid remote AND onsite requirements with up to 60 travel locally in the Bay area
Embody the Royal Mindset:
- We are Driven We set a goal identify a plan to achieve it stay focused and motivated throughout the process and reach our desired results despite obstacles or challenges. We show initiative and commitment. We maintain a positive mindset and believe in ourselves and our abilities.
- We are Empathetic We are in tune with the feelings and actions of others and use that understanding to guide our actions behaviors and decisions. We are compassionate perceptive and mindful. We put ourselves in our patients shoes and each others shoes and go above and beyond to ensure we treat everyone with dignity and respect.
- We are Engaging Our actions show our commitment to the organization and its goals. We care about the quality of our work and our fellow team members. We are enthusiastic and want to be involved within Royal and with our communities.
- We are Adaptable We are able to handle and adjust to change by being flexible in our process and mindset. We stay calm and do not fold under pressure when something changes or a problem occurs. We develop a solution and can come up with an alternative plan despite the obstacles we are challenged with.
Responsibilities
- Strategic Relationship Management
- Establish and nurture trusted relationships that enable customer retention growth and shared success.
- Engage all stakeholders from frontline teams to Clevel executives in understanding and maximizing the value of Royal solutions.
- Create and conduct enduser trainings business reviews and other customerfacing presentations and engagement activities
- Grow and retain customers by understanding customer needs and proactively driving value.
- Project Management Process Improvement & Innovation
- Work with customers to understand strategic objectives opportunities to codesign innovative solutions and workflow and process breakdowns.
- Lead process improvement efforts in partnership with customers that deliver measurable improvement in indicators such as length of stay readmissions clinic no shows ED diversions and other healthcare quality measures.
- Leverage data and analytics to provide customer insight and discover opportunities for process improvement and strategic projects.
- Collaborate with internal departments (Ops Finance Clinical Dispatch etc. to advocate for customer needs resolve customer challenges and deliver seamless .
- Help define and scale Customer Success playbooks templates and engagement models.
- Other duties as assigned.
- Research shows that candidates from underrepresented backgrounds often dont apply for roles if they dont meet all the criteria. We encourage you to apply if youre interested even if you dont check all of the boxes.
Qualifications
- 23 Years of customer success account management relationship management experience is required
- 35 Years of experience working within or partnering with hospital & health systems
- 35 Years project management experience including crossfunctional project management and Lean process improvement experience preferred
- Willingness to travel to San Francisco Bay Area customer sites weekly
- Comply with HIPAA patient privacy regulations and maintain Royal and customers confidentiality
- Strong value alignment with Royals culture with the ability to consistently demonstrate being driven empathetic engaging and adaptable.
- Track record of effectively balancing competing demands responding to interruptions and adjusting to evolving priorities.
- Recognized for developing and sustaining effective working relationships with customers and colleagues
- Proven track record of identifying and resolving customer issues efficiently and effectively often working cross functionally to coordinate internal resources and drive results
- Excellent written and verbal communication including active listening and presentation skills
- Professional demeanor courteous and polite both inperson and over the phone
- Must be organized detailoriented focused and work well independently as well as within a team
Why You Should Join Royal:
- Were one of Glassdoors Top 50 Best Places to Work for a reason!
- Competitive Base Salary with Bonus structure
- Medical Dental Vision Benefits
- 401k with Matching after 1 Year of Service
- Hybrid Remote & Onsite (Flexible)
- Collaborative and highperforming Customer Success & Sales Team
- Ongoing professional development career coaching Strategic Account Management certification and continuing education opportunities
$90 $105 a year
The base salary range is $90K$105K with a 20 performancebased bonus bringing total OTE to around $125K.
About Royal Ambulance
Founded by Steve Grau Royal Ambulance is one of Californias premier mobile healthcare providers proudly serving the San Francisco Bay Area. Since Royals inception in 2006 the company has grown from 2 ambulances and 10 EMTs to a fleet of over 100 ambulances and 800 team members. Royal has experienced doubledigit yearoveryear growth over the last 10 years. Transporting over 95000 patients a year Royal Ambulance is a partner to most major health systems in the Greater San Francisco Bay Area region. Our company has been curated off of four values:
Driven. Empathetic. Engaging. Adaptable.
At Royal Ambulance we firmly believe its not just about the destination its about the journey! Its about who you become along the way the people you meet the connections you make and the experiences you have that shape the kind of healthcare professional you become. As we continue to grow we remain focused on fostering a culture of professional and personal development and bestinclass employee experience. Join our team and be a part of this exciting growth opportunity while surrounding yourself with other purposedriven individuals who encourage and inspire one another along their path in EMS and Healthcare.
Follow us on Instagram @RuleTogether
This job posting intends to provide a representative summary of the major duties responsibilities and essential functions performed by incumbents of this job. Incumbents may be requested to perform jobrelated tasks other than those specifically presented in this description. Royal Ambulance is an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status. Applicants must be legally authorized to work in the United States without requiring employer sponsorship now or in the future. We do not offer visa sponsorship for this position.
Required Experience:
Manager
Employment Type
Full-Time
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