Customer Success Manager

The impact you will make

The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.

What you will do

• Must be well-versed in the details of all levels and functions within the full scope of Revenue Cycle of US Healthcare
• Maintain accurate and up-to-date customer records and documentation
• Ensure all interactions are documented in the customer relationship management (CRM) system
• Manage all renewals, maintain accurate listings of contract expiration dates, and handle notification requirements
• Identify growth opportunities within assigned client base
• Secure and increase references, fostering a high response rate and positive KLAS and Net Promoter survey scores.Secure and increase references
• Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting customer expectations, through proactive outreach
• Serve as an internal escalation point for issues regarding a customers contract, invoices and account receivable
• Adoption and utilization of resources provided to pro-actively monitor and manage customer outcomes and success to include:
• Gainsight
• Salesforce
• Identify risk to existing customer and Internally document risk mitigation plans for assigned accounts
• Ability to play a key role in customer satisfaction and performance
• Accept responsibility/accountability for responding to all assigned customer issues and tasks.Takes full responsibility for the account in customer satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to the utilization and integration
• Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks
• Manage escalations from assigned customers

What you will bring

• Bachelor’s degree
• 4+ years of relevant work experience in Account Management or Customer Success
• Experience using Gainsight
• Experience in healthcare industry
• Previous sales experience and leadership
• LMS Tools
• Open to work in 24X7 environment