Customer Success Manager

About the role

Within our Customer Experience (CX) organization, we are looking for customer focused individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda!

Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to help customers solve their business objectives with technology.

Responsibilities

• Oversee the client lifecycle and proactively drive adoption of QGenda to ensure ongoing customer satisfaction and retention
• Work cross-functionally with (Technical Account Managers) TAM’s, Professional Services and Support to ensure all customer requirements are correctly scoped and delivered
• Build trust and strengthen long term relationships with key influencers and executive stakeholders across your portfolio of customers
• Design and execute programs to expand and deepen QGenda adoption, usage and value across your customers: including training, enablement, evangelism, and customer internal marketing initiatives
• Share customer success stories across the company to help inform our Go To Market strategies and partner with QGenda’s marketing team to tell these transformation stories publicly through customer case studies
• Review incoming customer concerns and drive appropriate get-well plans to improve all aspects of the customer’s QGenda experience
• Monitor at-risk customers, prioritizing outreach based on QGenda usage data and taking appropriate actions to manage escalations to an efficient resolution
• Manage and achieve key business metrics including NPS, CSAT, Churn, Health and Adoption as well as appropriate Revenue Retention goals
• Leverage partnerships with sales organization during expansion opportunities to grow customer footprint
• Prepare and deliver recurring customer “Business Reviews” with key customer contacts, assessing overall health of relationship as well as business value realized from QGenda’s suite of solutions

Requirements

• Proven ability to interact across organizations to ensure outstanding service is delivered to customers
• Create evangelists by listening to customers closely and delighting them with our user experience and service
• Adept at moving quickly between low level execution and high-level strategic thinking
• Ability to independently organize own work, set priorities, and meet critical time deadlines
• Experience You Bring:
• Bachelor’s degree required
• 3+ years of pre-sales customer / account management -OR- 2+ years of post-sales customer relationship management

Qualifications

• Experience with Customer Success Platforms (i.e. PlanHat) preferred
• Success COACHING CCSM Level 1 and Level 2 certifications
• Experience/exposure to Healthcare market and IT ecosystem

Skills

• Customer Service
• Customer Relationship Management
• Strategic Thinking
• Communication
• Problem Solving

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

Pay

Competitive salary commensurate with experience

Schedule

Hybrid working model or remote from home, depending on the position