Customer Success Manager

November 4

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Business Intelligence • Data Collection • Application Design • Data Management • Enterprise Management

201 - 500 employees

☁️ SaaS

⚕️ Healthcare Insurance

🏛️ Government

💰 Private Equity Round on 2023-02

Description

• Manage the entire relationship with assigned accounts, including driving adoption, ensuring retention, and enabling product subscription renewals • Collaborate with clients to build out success plans, timelines and establish critical goals to assist in achieving their objectives • Measure and monitor the achievement of customer KPI’s, reporting both internally to sales leadership and account team members and externally to key customer contacts • Establish a regular cadence with each assigned client to review executive dashboards and program status • Cement yourself as a trusted advisor with customers and drive continued value of our products and services • Work cross-functionally with the assigned account team (Sales, Services and Support) to find opportunities for new usage of company products • Work to identify and/or develop upsell and cross-sell opportunities • Advocate for customer needs and escalate issues cross-departmentally to help program-manage customer concerns • Assist in workshops to help demonstrate to customers the full value of their purchased solutions and lead facilitation of periodic customer meetings • Provide insight with respect to the availability and applicability of new products and features • Support the professional services team with scoping and selling add-on and new service opportunities • Support the Education team in identifying and recommending staff training opportunities • Identify, in cooperation with the assigned account team, the key success criteria for deployment and drive customer outcomes • Act as the liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps • Maintain current functional and technical knowledge of the entire product suite and future products or roadmap enhancements • Keep informed of client requests, industry trends, or general market needs and provide insights or ideas to help us continue improving products and processes • Achieve all MBO goals, or other assigned targets • Travel to orientation, client site meetings, industry or company events, and other onsite meetings as required • Additional duties as assigned

Requirements

• Degree or the equivalent combination of education and relevant work experience • Extensive experience and demonstrated success in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or public-sector organizations, preferably in a SaaS-based enterprise organization • Demonstrated results with growing customer happiness, adoption, and retention • Proven ability to drive continuous product value • Experience or familiar with developing product use cases with customers • Proven to be a self-starter and work independently within a highly collaborative and team-oriented environment • Excellent verbal and written communication, influencing at an executive or c-suite level, presentation, and interpersonal skills • Thrives in a fast-paced environment and can quickly adjust priorities • High attention to detail and strong analytical, problem-solving and critical thinking skills • Strong technical trouble-shooting skills, coupled with the ability to provide quick resolutions to problems • Prior experience conducting workshops for customers and discussing the pros and cons of implementing various technologies and the business value • Experience navigating and steering customer engagements to completion with a high level of customer satisfaction • Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals preferred • Ability to travel based on customer and business needs and the location of customers, up to 50% (~25% on Average)

Benefits

• Opportunity to work with cutting-edge technology in the healthcare industry • Competitive salary with additional incentives • Comprehensive benefits package including health insurance, retirement plans, and more • Collaborative and inclusive work environment with opportunities for growth and development • Remote position with Travel, up to 50% travel • Continuous professional development, product training, and career pathing