Customer Success Manager

Role Overview

• Own 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.
• Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons.
• 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.
• 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.

Requirements

• Bachelor’s degree in related area preferred (experience in lieu of degree)
• 2 years’ experience in customer-facing roles in health care or SaaS
• 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
• Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing.
• Group presentation skills, preferred.
• Ability to communicate professionally with all levels of management and happy/unhappy customers.

Benefits

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