Asks for

The ad says“2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred”
The ad says“Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues”
The ad says“2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred”
The ad says“2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred”
The ad says“Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools”
The ad says“Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools”
The ad says“Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues”
The ad says“2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred”
The ad says“2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred”
The ad says“2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred”
The ad says“Strong presentation, verbal, and written communication skills”
The ad says“Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools”
The ad says“Strong presentation, verbal, and written communication skills”

Job Description:

Responsibilities for the Customer Success Manager

Owns 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; translate and communicate internally to company departments to help define priority of need, improve Customer experience and drive product improvements

Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps. 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; engage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events

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

Qualifications of the Customer Success Manager

Bachelor’s degree in related area preferred (experience in lieu of degree)

2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred

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

Knowledge, Skills, and Abilities of the Customer Success Manager

Passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative

Ability to assess needs and produce solutions to target those needs

Skills to effectively manage peers as part of a collaborative project

Initiative, motivation, creativity, and ability to understand many areas of expertise

Ability to communicate professionally with all levels of management and happy/unhappy customers

Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing

Extremely organized and skilled in project management (for the sake of action plan management)

Group presentation skills, preferred

Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues

Strong presentation, verbal, and written communication skills

Ability to take line-item action plans and turn them into strategic business reviews for executive briefings

Able to work and communicate effectively with Customers’ technical and non-technical representatives, including C level contacts

Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools

Must be able to travel 25% of the time

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

Asks for

Values