The Senior Success Manager is seen as a leader on the Success Management team, ready and willing to mentor others and take on additional projects and tasks to support the mission of creating customer delight. This pivotal role helps to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. By proactively engaging with customers in purposeful dialogue, the Associate Success Manager helps to ensure optimal adoption of solutions in alignment with the customer's organizational goals.
ESSENTIAL DUTIES OR RESPONSIBILITIES - (The below listed duties are not all inclusive. This position must also perform other duties as assigned.):
Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
Utilizes data to analyze product utilization and adoption
Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth
Maintains Salesforce case documentation of customer engagement activities to ensure service continuity
Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers
Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success
Collaborates with implementations teams to develop onboarding plans for assigned products
Collaborates with sales and other Success Managers on account renewal strategy
Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer
Collaborates with product, development, and content teams to develop customer facing materials for assigned products
Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers
Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers
Identifies and nurtures referenceable accounts and assists to capture the customer's success story and ROI
Job Specifications
KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:
Experienced professional with a minimum of a bachelor's degree in healthcare, business, or technical field
Minimum 4 years in a customer service/sales or related role
Experience in healthcare organization preferred
Experience with HealthStream products from an administrator level is a plus
Experience in a SaaS business desirable
Experience with Salesforce is desirable
SKILLS REQUIRED (manual, verbal or mental manipulation of data or things):
Proficiency in use of Microsoft Office Products
Excellent verbal and written communication skills
Understanding of data and its application to defining customer success
Technical acumen to support development of an in-depth understanding of assigned products/solutions
Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption
Mentor and support less experienced team members as they encounter new/challenging situations
Participate in the onboarding of new HealthStream Success Managers
Effectively present information to management, customer groups, and HealthStream internal stakeholders
Collaborate as part of a team to optimize solutions and a seamless delivery approach
Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
Utilize data to demonstrate customer performance to desired outcomes
Coordinate activities across several customer accounts
Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
Travel up to 20%, staying overnight as needed to meet customer and internal company needs.
HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law
