Customer Success Manager

12 days ago

  • Technology
  • Remote
  • Full Time

Job Description:

The Customer Success Manager must have a great aptitude for building and maintaining customer relationships and understanding the short-term and long-term business needs of each client. This role must also possess excellent communication, organizational and tracking skills to coordinate across multiple functional teams and customers. This candidate will be an experienced professional with expertise in building client relationships, servicing and identifying account expansion opportunities. A Customer Success Manager will also act as a focal point for customer reported support escalations and enhancement requests or concerns. She/He will coordinate with the appropriate stakeholders to provide timely and accurate answers for customer issues and escalations

Responsibilities:

  • The primary point of contact throughout the customer lifecycle (post contract execution), developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
  • Provide transparency on the status of all customer requests and escalations, including accepted and declined requests.
  • Ensure that Salesforce is utilized to keep track of key account data, opportunities, project status and support tracking.
  • Regularly monitor adoption / product usage and proactively contact clients whose usage dipped to ensure the health of the relationship.
  • Building strong relationships with customers and internal stakeholders to drive towards customer success measure.
  • Set and maintain expectations with the customer on realistic timelines.
  • Participate and/or lead Client Business Review Meetings and provide status updates to leadership.
  • Provide data and reporting of KPI’s and trends to IntegraCloud leadership and others in ad-hoc, weekly, monthly, and as needed.
  • Utilizes team dashboards and reporting tools to monitor team KPIs and meet customer experience and SLA objectives.
  • Identify and recommend process, standards and system improvements to optimize support ticket accuracy, transparency and efficiency.
  • Drive initiatives and programs focused on improved customer experience and team effectiveness for understanding and ensuring that corporate policies and SOPs are followed.
  • Participate in planning, status calls and committee meetings focused on customer success initiatives.

Qualifications:

  • BS degree in Computer Science or Information Technology. Master is preferred .
  • 5+ years’ experience in Information technology Software or 5+ years of account management experience (Healthcare or Pharmaceutical experience a plus).
  • Experience in Healthcare IT and supporting clinical applications is preferred.
  • Knowledge of Excel, SQL and Snowflake is strongly preferred.
  • Ability to run SQL queries and analyze the data is preferred.
  • Knowledge of PowerBI or Tableau is preferred.
  • Strength in the data visualization process.

Benefits:

Integra Connect, LLC provides a comprehensive benefits plan

  • Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
  • Paid Time Off
  • 401k with employer match
  • Paid Holidays and Floating Holiday

Equal Opportunity Employer

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