As the expert on each customer’s strategic goals and operations, the Customer Success Manager guides customers and drives adoption of the software solution, over the life of the customer relationship. The ideal candidate should be comfortable consulting and influencing health system executives and have a strong understanding of the customers’ strategic business goals in support of expanding the company footprint.
General Responsibilities:
Ensure customers derive maximum value and net benefit from their investment
Develop a trusted advisor relationship with health system executives, clinical leaders and other champions to ensure each customer’s use of the software solution closely aligns with its business case and business strategy
Identify opportunities to expand the relationship and generate leads for the Sales Team
Possess a comprehensive understanding of the software solution in order to serve as a consultant identifying new opportunities to optimize the use of the software Solutions
Maintain strong customer retention rates aligned with corporate goals
Track and measure the net benefits of against well-defined customer goals and objectives and provide quantified data to customers and internal teams.
Identify product improvement opportunities and work with the Product Management team to develop new features and functionality within the solution to support customer objectives.
Ensure contract renewal of customers are completed in a timely manner
Requirements:
Strong customer-focus and service orientation.
Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
Ability to consult with customers’ onsite and remotely at the executive level, and at the business operation and technical levels.
Ability to accomplish results working through others.
Hands on, individual contributor and collaborative team player.
Excellent written and oral communication skills, including presentation skills.
Strong analytical and problem-solving abilities.
Willing to travel up to 20%
Minimum of a Bachelors’ Degree or relevant post graduate experience
Minimum seven (7) plus years of relevant Healthcare IT work experience
