Customer Success Manager II

About ShiftKey

ShiftKey is a platform that is disrupting the way healthcare facilities find licensed and certified professionals to fill available shifts. Leveraging marketplace dynamics and deep industry knowledge, the company is playing a vital role in mitigating America’s healthcare staffing shortages, enabling direct connections between facilities and healthcare professionals. By offering the opportunity to work as much or as little as they choose and putting the power back into the hands of healthcare workers, ShiftKey is bringing more licensed professionals back into the workforce, a solution that is solving a major crisis in healthcare. For more information, visit www.ShiftKey.com.

The role

The Customer Success Manager plays a vital role in ensuring our clients' success and satisfaction with our SaaS products. They are responsible for building strong relationships with customers, understanding their unique business needs, and providing them with guidance to maximize the value they receive from our software solutions. The role requires a proactive approach to customer engagement and problem-solving will be critical in driving customer retention and growth.

Where you’ll work

This is a hybrid role, working Tuesday-Thursday onsite in Cleveland, Ohio.

What you’ll be doing

• Proficient in the solutions offered by Shiftkey to be able to be consultative and prescriptive on their use of the systems.

• Proactively works with customers to ensure they are fully utilizing the system and achieving success with the software

• Provides clear guidance in managing and monitoring assigned customers to ensure that any issues are being addressed and resolved in a timely and effective manner 

• Uses internal reporting tools to ensure accurate representation of assigned customer system utilization 

• Follows department processes and procedures to ensure consistent account management and documentation 

• Works closely with engineering and product management to ensure assigned customer enhancements and defects are resolved in a timely manner 

• Performs onsite or webinar-based training on the OnShift suite products to clients, when needed 

• Communicates scheduling and labor management best practices to customers 

• Understands and effectively communicates long term care industry terms and concepts with customers 

• Develops, manages, and grows relationships with assigned customers to guide them through renewal processes 

• Performs strategic outreach initiatives including QBRs, upsell, renewal and revenue protection

What you’ll need

• 3+ years of related experience in a customer service, account management, or sales setting with a bachelor's degree; or equivalent experience

• Demonstrated ability to advocate for customers across internal departments to drive results and issue resolution

• Superior customer facing skills and ability to establish C level relationships 

• Proven ability to turn at risk customers around 

• Must be able to work independently and proactively to resolve customer issues by researching, determining an alternate solution, or escalating following defined processes 

• Advanced technical aptitude with Microsoft Office skills (Excel, PowerPoint, and Word) 

• Demonstrated ability to effectively manage and prioritize multiple tasks 

• Ownership of all aspects of partnership with mid-market accounts. 

• Comfortable participating in sales calls and helping to drive them to a positive outcome 

• Must be able to demonstrate clear communication skills, patience and a goal-oriented focus while assisting customers on calls 

• Available to work a hybrid schedule in Cleveland, OH 

Perks of working for Shiftkey

• Inclusive and collaborative work environment

• “ Subject to certain roles ” office spaces making the hybrid work environment fun and engaging

• Comprehensive health, vision, and dental coverage

• Benefits effective as of first day

• Progressive PTO & Company-paid holidays with a broad selection of floating holidays to honor employees’ diverse needs 

• 100% 401(k) employer match up to 6%

• Paid parental leave

• Investment in your wellness: access to mental health support

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Our Commitment to Diversity

ShiftKey is an equal opportunity employer and is committed to embracing