Customer Success Manager

As a Clinical Customer Success Manager at ImPACT Applications, your primary responsibility is to ensure the satisfaction, adoption, and retention of our clinical customers. By proactively engaging with a larger customer base, understanding their needs, and helping them maximize the value of our products, you play a vital role in driving customer athletes and patients worldwide safely recover from mild traumatic brain injuries. This individual will play a critical role in expanding ImPACT Application’s reach and ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries. 

In this role you will get to:

• Maximize customer retention and satisfaction 
• Conduct quarterly business reviews (QBRs) with each enterprise customer, addressing their feedback and needs
• Drive upsell and expansion opportunities 
• Identify and present upsell or cross-sell opportunities from clinical customers to Sales team
• Proactively engage with customers
• Conduct regular check-ins and communication touchpoints with clinical customers
• Proactively address any customer issues or concerns
• Advocate on behalf of our customers need to the product team 

Disclaimer 
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary. 

Requirements

• Product Knowledge: In-depth knowledge of our products and the ability to train customers on their use. 
• Customer Needs Assessment: Skill in understanding customer needs and helping them tailor product usage to meet their objectives.
• Proactive Account Management: Ability to proactively identify opportunities to help customers expand their usage of our products.
• Customer Relationship Management: Proficiency in building and maintaining strong customer relationships, ensuring their needs and concerns are addressed.
• Negotiation and Retention: Capability to identify reasons for non-renewal and work with customers to address concerns and secure renewals. 
• Customer Feedback Analysis: Utilize customer feedback to continuously improve the customer experience and retention strategies. 
• Communication and Interpersonal Skills: Exceptional communication skills, both written and verbal, to maintain positive and proactive customer engagement.
• Time Management: Ability to effectively manage a larger customer base, ensuring regular interactions and issue resolution. 
• Problem-Solving: Aptitude for proactively identifying and resolving customer issues or challenges.

Physical Requirements for this position 

• Remote 
• Up to 10% travel for off-site team meetings
• May require stationary positions (sitting or standing) for extended periods. 

Benefits

• Medical, Dental, and Vision plans 
• Company paid basic life and AD&D insurance 
• Company paid short-term and long-term disability 
• Supplemental life insurance options 
• Company paid Employee Assistance Program (EAP) 
• Retirement plan with discretionary company matching 
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options 
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO) 
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Flexible work arrangements 
• Work-from-home expense reimbursement 
• Tuition Reimbursement Program 
• Company orientation and 30/60/90 Day Onboarding 

 
Who is Riverside Insights? 

Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent. Our people and culture are the foundation of our success, and we are committed to fostering a positive and inclusive environment where all employees can thrive, feel valued, and be cared for. 

Who is ImPACT?

ImPACT Applications is a leading concussion assessment company, dedicated to providing innovative tools and services for the assessment and management of concussions. We are committed to improving the health and safety of individuals at risk of traumatic brain injuries through our state-of-the-art products and educational resources. ImPACT is the market leader in concussion assessment and provides valuable neurocognitive data to thousands of healthcare professionals aro