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 apply best practices with system features/functions; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community.
• Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers.
• Execute to successful completion of departmental KPIs and metrics.

Qualifications

• 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.

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, including public relations-style writing.
• Extremely organized with strong project management skills for action plan management.
• 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.
• Ability 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.