Customer Success Manager

About the role

Medicom is looking for a dedicated customer advocate that has proven experience building strong relationships. This individual will be responsible for deeply penetrating customer accounts to ensure they are seeing success with the products they have purchased. This includes proactively identifying areas within the account that may need additional training or additional attention to ensure their goals are being met. This individual will need to have a concrete understanding of our product suite and engage customers regularly to continue driving value. Performing analysis on customer portfolios will be key in this position as the Customer Success Manager is responsible for customer retention and product adoption. This requires close collaboration with cross-functional teams such as Sales, Support, Implementation, and Product Development.

What you'll do

• Responsible for managing relationships with large enterprise healthcare systems.
• Manage the health of the customer relationship by working cross-functionally to ensure customer expectations and requirements are understood, onboarding is effective, users are trained and deliverables are met.
• Collaboratively build customer success plans and establish goals to aid the customer in achieving their objectives and continuous value.
• Manage, analyze, monitor, and report key performance indicators (KPIs) related to customer success, including but not limited to renewal, churn, and adoption rates.
• Drive VoC (Voice of the Customer) initiatives, gathering valuable insights and customer feedback for continuous product improvement.
• Manage and analyze customer surveys, Net Promoter Score (NPS), and overall satisfaction metrics to gauge customer satisfaction.
• Become a Medicom product expert and educate customers on best practices.
• Collaborate with Sales, Support, Implementation, and Products to ensure an exceptional customer experience.

Qualifications

• 5+ years of experience in a customer-facing role, such as Customer Success Manager, Account Manager, or Project Manager in SaaS, Healthcare or IT related fields.
• Possess strong phone, written and verbal communication skills.
• Experience managing annual recurring revenue retention. 
• Experience working with senior and executive level customer contacts.
• Ability to build strong and continuous partner relationships.
• Demonstrated ability and desire to work and excel in a fast-paced environment.
• Excellent multitasking and project management skills.
• Technical acumen but with the ability to relate it with business value.
• Bachelor’s degree.