Definitive HealthcareRemote
Customer Success Manager
United States of America
Full Time
3 days ago
$65,000 - $123,000 USD
H1B Sponsor Likely
Key skills
Customer support for technical productsClient-facing experienceCustomer engagementCustomer churn managementHealthcare industry knowledgeEnergyHumorCompassionEnthusiasmProject managementAnalyticsProject ManagementCommunicationCustomer SuccessSales
About this role
Definitive Healthcare is a data and analytics company focused on empowering healthcare clients to achieve success. The Customer Success Manager will ensure customer satisfaction and engagement by acting as an advocate and streamlining the customer experience.
Responsibilities:
- Build partnerships within your assigned book of business and look for opportunities to proactively anticipate customer needs
- Drive consistent product adoption and engagement, work to achieve their expected outcomes, and provide an excellent customer experience
- Effectively segment your book of business and create engagement strategies commensurate with the priorities of your individual customers
- Partner with a group of Account Executives and engage at all levels of our customer teams focusing on strategy and account health, and any new client goals or objectives
- Consistently document customer data that provides a holistic view of the customers health and potential opportunities
- Coordinate with the Customer Training team to ensure they effectively onboard new users and quickly drive adoption of the product
- Work with relevant partners in Sales, Strategic Solutions, and Product to ensure the customers success measures are met
- Effectively identify at risk accounts and create intervention plans. Supplement pre-determined playbooks with individually created strategic goals
Requirements:
- 3-5 years' experience in a client facing role
- Experience working in customer support for a technical product
- Superior communication skills
- Ability to learn new concepts quickly
- Strong attention to detail
- Energy, humor, compassion, and enthusiasm
- Experience working with customers in the Healthcare industry is a plus
- Experience in a client facing role, driving engagement, and addressing customer inquiries
- Adept at working within a team toward a shared goal
- Experience in project management, effectively balancing competing needs and priorities
- Experience effectively identifying, managing, and mitigating at-risk customer churn and escalation of customer issues
- Demonstrated success in understanding customer's unique industry and business