Customer Success Executive

About the role

The Customer Success Executive ensures customers get the most from our products, manages all aspects of service from setup to troubleshooting, and promotes engagement and retention. As the primary customer advocate, Customer Success Executive partners with provider offices to understand their needs, optimize their experience, and identify opportunities to expand value.

Responsibilities

• Manage the complete service and connectivity device lifecycle, from onboarding through implementation, ensuring smooth operation and timely resolution of issues.
• Troubleshoot and resolve hardware and software issues by applying training, resources, and logical problem-solving skills.
• Accountable for product training and adoption by proactively engaging customers to drive full and effective use of product feature and functionality. This requires determining the optimal training method for each office and ensuring successful implementation.
• Serve as the customer’s trusted advisor, building strong relationships and delivering an exceptional customer experience at every touchpoint.
• Monitor account health, usage trends, and feedback to identify risks to retention and opportunities for growth.
• Partner cross-functionally with internal teams (sales, technical support, product, operations) to escalate and resolve complex issues.
• Lead Proactive Cadence Calls and other strategic customer conversations to highlight value, outcomes, and future opportunities.