Our CSM manages a portfolio of middle market healthcare food service accounts, which typically present a balance of operational and strategic needs.
Work with our Sales and Implementation team members to generate seamless handoffs between groups: Confirming and aligning business goals and expected outcomes.
Defining the strategy, key metrics and milestones via Client Success Plans.
Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success.
Address any post-implementation changes uncovered through client consultation and discovery calls.
Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life.
Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives.
Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals.
Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client.
Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges.

Bachelor’s degree from a 4-year accredited college or university.
4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider.
Skilled at building lasting relationships with customers and providing superior value and follow up.
Excellent presentation, written and oral communication skills.
Adaptable to frequent change.
Strong technical aptitude.
Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication.
Experience in hospital operations solutions is a HUGE plus.
Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook.
Working knowledge of SalesForce.com or similar CRM system.

Employer paid Life Insurance / AD&D / Short-Term Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
Access to FSA Plans & Commuter Benefit Plans
401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay. Both your contribution and the company contribution are immediately 100% vested.
Access to the Roper Employee Stock Purchase Plan
Paid Parental Leave Program.

Customer Success Manager – Hospital Operations, Food Services

Key skills