Engage with assigned customers to develop and account strategy that drives customer value realization with purchased products
Identify cross-sell opportunities
Ensure full subscription renewals
Establish executive level relationships with assigned accounts
Organize, facilitate, and create content for regular value based executive business reviews with assigned customers
Facilitate the coordination of internal resources to resolve complex problems
Ensure customers provide feedback through NPS surveys regarding their overall satisfaction
Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within CRM
Communicate "voice of the customer" feedback to upper management
Provide regular updates to the Director of Customer Success on account trends and recommended process improvements.

Bachelor's degree in a related field
10 years+ of relevant experience in software services, enterprise software, customer success, and/or critical account management
2 years+ experience with Epic EHR preferred
Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
Expert in understanding high level technical aspects of the product
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once
Demonstrated ability to establish executive level relationships
Outstanding cross-functional collaboration skills
Expert content creation and presentation moderation skills
Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level
Willing to travel up to 20%.

Enterprise Customer Success Manager

Key skills