Level II Client Success Manager

Job Description

Our Level II CSM manages a portfolio of middle market healthcare food service accounts, which typically present a balance of operational and strategic needs. These clients often require system optimization, operational efficiency, and reliable performance, while still offering opportunities to expand adoption across departments. The role focuses on building trusted relationships with key stakeholders, providing consultative guidance on best practices, and ensuring that client goals are met through consistent value deliver.

Key Attributes

• Inquisitive / Mindfully Curious - You seek to understand what winning looks like for each client
• Ownership Mindset – you bring grit and growth mindset to your role
• Connector – you build trusting and lasting relationships with your clients, enabling your champions and influencing your executive decision makers

Job Duties And Responsibilities

• Customer Onboarding
• Work with our Sales and Implementation team members to generate seamless handoffs between groups
• Confirming and aligning business goals and expected outcomes
• Defining the strategy, key metrics and milestones via Client Success Plans
• Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success
• Address any post-implementation changes uncovered through client consultation and discovery calls
• Driving Time to Value
• Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life
• Led change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives
• Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals
• Optimization & Growth
• Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client
• Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges
• Add’l Responsibilies, as needed
• Proactively address red-flag and re-engage customers through training, chairside and strategy sessions
• Partner with Technical Support to communicate effectively with clients on outstanding issues
• Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement
• Communicate with customers on system upgrades and new features that relate to their objectives
• Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally

Customer Base

Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach. Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives. Travel 15%-20% of key accounts.

Additional Requirements

• Bachelor’s degree from a 4-year accredited college or university
• 4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider
• Skilled at building lasting relationships with customers and providing superior value and follow up
• Excellent presentation, written and oral communication skills
• Adaptable to frequent change
• Strong technical aptitude
• Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication
• Experience in hospital operations solutions is a HUGE plus
• Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook
• Working knowledge of SalesForce.com or similar CRM system

Benefits

• Employer paid Life Insurance / AD&D / Short-Term
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program

Pay

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Schedule

Remote within the US.