Customer Success Manager

Job Description:

Responsibilities for the Customer Success Manager

• Owns the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics 

• Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts; translate and communicate internally to company departments to help define priority of need, improve Customer experience and drive product improvements 

• Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps. Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up 

• Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events 

• Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers 

• Execute to successful completion of departmental KPI’s, metrics, etc  

Qualifications of the Customer Success Manager

• Bachelor’s degree in related area preferred (experience in lieu of degree) 

• 2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred 

• Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts 

• Experience in the behavioral health industry, preferred 

• Experience working with CSM applications, preferred 

• Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred 

• Demonstrated leadership abilities and achievement orientation 

• Highly self-motivated and directed 

• Superior attention to detail 

Knowledge, Skills, and Abilities of the Customer Success Manager

• Passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative 

• Ability to assess needs and produce solutions to target those needs 

• Skills to effectively manage peers as part of a collaborative project 

• Initiative, motivation, creativity, and ability to understand many areas of expertise 

• Ability to communicate professionally with all levels of management and happy/unhappy customers 

• Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing 

• Extremely organized and skilled in project management (for the sake of action plan management) 

• Group presentation skills, preferred 

• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues 

• Strong presentation, verbal, and written communication skills 

• Ability to take line-item action plans and turn them into strategic business reviews for executive briefings 

• Able to work and communicate effectively with Customers’ technical and non-technical representatives, including C level contacts 

• Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools 

• Must be able to travel 25% of the time 

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.