Senior Customer Success Manager

Description

Overview:

As a key member of the customer success team, you will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. 

Please note, candidates must be in the Chicago, IL or Nashville, TN metro area. 

Job Summary/ Responsibilities:

• Responsible for owning the entire relationship with assigned clients, including onboarding, supporting implementation activities, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer success strategies and best practices, as well as customer support content
• Communicate effectively with both internal and external senior leaders to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer success metrics and data as directed
• Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported and use a consultative approach to help clients overcome issues and achieve their goals
• Facilitate interaction and workflow among project team members, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Prepare documentation or visuals of campaign performance for clients; analyze trends in customer satisfaction and NPS score to identify areas for improvement
• Collaborate and work with sales and marketing teams to boost customer referrals and develop case studies
• Proactively recommends changes to current processes and products which respond to customer needs, by gathering requirements for customer requests and collaborating with cross-functional teams to design and execute solutions
• Responsible for data integrity and stewardship
• Support quality audits and initiatives 
• Directly manage customer success employees including all aspects of performance management, goal setting, and provide mentorship for professional development
• All other duties as assigned

Requirements

• Bachelor’s Degree within a relevant area of study- Required
• RN degree- preferred
• Industry experience in surgical services preferred
• 5+ years of customer success or account management experience
• Experience in Healthcare or IT Hardware / Software / EHR experience a plus
• Excellent communication skills (Both written and verbal)
• Effective at prioritizing and delegating tasks to a team
• Willingness to travel up to 40% 
• Strong acumen for data and analytics
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Advanced user of Microsoft 365, CRM, and project management tools 
• Comfortable working in a remote environment

  Physical Requirements

• Required to sit, stand, walk; talk and hear; and ability to touch and handle tools and/or controls, including a computer and phone
• Ability to lift up to 10 pounds occasionally
• Noise level is typically moderate
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Must comply with customer’s protocols and be on-site when applicable