Customer Success Manager

6 days ago

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MedScout

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11 - 50

💰 $5M Seed Round on 2023-06

Description

• Become a MedScout product expert and enthusiast! • Deliver high quality support during all stages of the customer journey, focusing on the success and partnership with the customer. • Manage contract renewals and expansion opportunities within your book of business. • Conduct training sessions with management teams to enable a train-the-trainer onboarding model. • Communicate all user feedback to MedScout product, sales, and engineering teams. • Engage customers through inbound email and chat to resolve their questions using your platform expertise, documentation, and video demonstrations using Loom. • Escalate client concerns or product bugs through the appropriate internal channels, while keeping the customer informed on a plan for resolution. • Use our Customer Success Platform and product usage data to identify disengaged users and take steps to re-engage them. • Stay closely tied to product development to understand upcoming feature releases and future roadmap. • Continuously find creative ways to delight our clients!

Requirements

• 2+ years in a customer facing role, ideally at a high-growth SaaS company • Experience managing client renewals and/or contract expansion • Expert interpersonal skills with a history of building strong client relationships • Exceptional written and verbal communication • Evidence of being detail and ownership oriented • Ability to navigate all client conversations in a professional and empathetic manner • Experience contextualizing and advocating for your customer's needs across departments • Presentation development and delivery skills • Nice to haves: Understanding of the medical device market • Nice to haves: Understanding of medical claims and billing practices (coding, reimbursement, etc.) • Nice to haves: Experience with a CRM or CSP (we use HubSpot & Vitally)

Benefits

• $500 Home Office Setup Budget • Fully covered healthcare and a great vision, dental, and 401k package. • Remote first culture and quarterly on-sites with the rest of the MedScout Team. • Generous budget for learning and development + any tools you feel would make you more effective.