Customer Success Manager

Responsibilities

• Own the health, satisfaction, and engagement of assigned customer accounts, utilizing and improving current methodology to deliver success aligned with program metrics.
• Ensure consistent data capture from customers, collecting intelligence regarding the current marketplace, industry news, and compelling events; translate and communicate internally to help define priority of need, improve customer experience, and drive product improvements.
• Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps.
• Manage customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow-up.
• Build relationships with showcase customers to drive participation in training and marketing events, and reference programs; engage with key users to understand how they integrate best practices with system features/functions.
• Collaborate with other departments to leverage customer knowledge for the benefit of the entire customer community through training, documentation, and marketing events.
• Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers.
• Execute departmental KPIs and metrics to successful completion.

Requirements

• Bachelor’s degree in a related area preferred (experience may substitute for degree).
• 2 years’ experience in customer-facing roles in healthcare or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental healthcare strongly preferred.
• Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts.
• Experience in the behavioral health industry, preferred.
• Experience working with CSM applications, preferred.
• Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred.
• Demonstrated leadership abilities and achievement orientation.
• Highly self-motivated and directed with superior attention to detail.

Skills

• Passion for customer satisfaction and belief in accountability, teamwork, collaboration, adaptability, and initiative.
• Ability to assess needs and produce solutions to target those needs.
• Skills to effectively manage peers as part of a collaborative project.
• Initiative, motivation, creativity, and ability to understand multiple areas of expertise.
• Excellent written and oral communication skills necessary to produce and deliver quality experiences through public-relations-style writing.
• Extremely organized and skilled in project management for action plan execution.
• Group presentation skills, preferred.
• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues.
• Strong presentation, verbal, and written communication skills.
• Ability to transform line-item action plans into strategic business reviews for executive briefings.
• Able to work and communicate effectively with customers’ technical and non-technical representatives, including C-level contacts.
• Proficiency in Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools.
• Must be able to travel 25% of the time.