Manager of Customer Success

GlobeStar Systems is a leader in integrated clinical communication, and they are seeking a Manager of Customer Success to lead a team focused on enhancing customer experience. This role involves coordinating customer success initiatives, managing customer communications, and ensuring operational success of the Connexall software.

Responsibilities:

• ISO/Performance Indicators on Loyalty/Maintenance Renewal processes
• Monitor feedback from surveys and coordinate if any action is needed
• Assist in monitoring that Operational Procedures and Work Instructions are being followed for the following processes, including but not limited to:
• Report any non-conformities and assist with corrective actions as needed
• Ensure Post Project Surveys are being sent out in a timely manner and follow ups are made
• Investigate low survey rates with Connexall resources and/ or customers with the purpose of addressing the results and provide solutions to correct issues and recommendations on how to prevent similar situations
• Assist with Customer Service Annual Survey – follow ups and actions needed
• Assist with maintaining customer service documentation updated on the Customer Portal
• Monitor Customer Service Tickets status and follow up to ensure customer issues are resolved
• Manage issues internally and externally, including enabling improved communications, processes, and timely resolution across teams
• Develop and implement strategies to increase membership to Customer Success Program and reduce customer attrition
• Coordinate external and internal communications related to the program, ensuring alignment with the overall Connexall communication strategy
• Ensure the Customer Success Program experience aligns with Connexall business and corporate strategy
• Develop recommendations to continuously improve the Loyalty Program
• Work to improve existing ISO processes in order to maximize operational efficiency and deliver a higher level of quality control within the department
• Build and maintain excellent working relationships with customers
• Monitor maintenance renewal process
• Monitor ALL platform regarding Maintenance opportunities and closed deals
• Monitor follow up process
• Human resources duties include but not limited to; regular one -to -one meetings with team members, employee development and training, lead customer success department recruitment, performance management, etc. with the support of HR as applicable
• Other duties as required

Requirements:

• A Bachelor's degree in Communication, Information Technology, Public Relations or related field of activity or equivalent experience
• Minimum 5+ years of experience in IT hospital integration, with a strong focus on healthcare technology systems and clinical application support
• 2–3+ years of proven experience leading and managing technical teams
• Highly detail oriented professional with excellent problem solving and organizational skills
• Customer service oriented
• Good capacity of time management, responsibility, and autonomy
• Excellent interpersonal skills, communication skills, and presentation skills with the ability to speak with individuals at all levels of an organization and externally
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Visio
• Flexibility in adapting to a rapidly changing, energetic environment
• Requires innovative thinking, database experience, analytical aptitude, and business acumen skills
• Experience working in a fast-paced environment
• Passion for providing exceptional customer service
• Travelling (30%)
• PMP Certification is considered an asset but not required
• Experience with hospital systems (e.g., EHR, patient monitoring, nurse call, RTLS, and integration projects) are considered assets but not required
• Experience or specific training in administrative work