Job description
Description
Job Summary
A Customer Success Manager (CSM) is responsible for ensuring customers achieve success and satisfaction with products and services. The CSM provides a voice, support, guidance, and knowledge resources to help customers achieve their business objectives and improve patient care through effective use of our products and services. Our CSMs create and implement customer strategies that work, resulting in high customer satisfaction and retention. The CSM should have extensive product knowledge, problem-solving skills, and the ability to develop trusted relationships. The CSM is also responsible to act as a liaison between the customer and internal teams, advocating for the customer while driving continuous improvement in our offerings.
Essential Duties and Responsibilities
● Relationship Management: Build and maintain strong relationships with key stakeholders within customer organizations.
● Regularly engage with customers to understand their challenges, goals, and ensure satisfaction.
● Presents solutions that meet customer objectives
● Provides prospect/client guidance through short- and long-term strategic planning; continuously being mindful of where we may make a contribution to the client’s long-term business success.
● Product Expertise: Develop a deep understanding of the company’s product/service offerings. Use this expertise to provide guidance, best practices, and recommendations to customers.
● Customer Advocacy: Act as the voice of the customer within the company. Advocate for customer needs, communicate feedback to relevant internal teams, and work towards solutions that address customer concerns.
● Retention and Growth: Proactively identify opportunities for upselling or cross-selling based on the customer’s needs and usage patterns. Aim to increase customer retention and expansion of services. Identifies at-risk client relationships and leads the team to correcting any identified issues.
● Issue Resolution: Address customer concerns and issues effectively and efficiently. Coordinate with internal teams to provide timely resolutions.
● Data Analysis: Utilize customer data, product adoption data, lifecycle stage and feedback to derive insights, identify trends, and suggest improvements to enhance the customer experience.
● Manages and documents Quarterly Business Review process and scheduled meetings with customers.
● Serve as a communication interface between the client, the sales team, services teams, and any other internal division involved with the accounts under your responsibility.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Minimum Qualifications, Education and Experience
● 2+ years of experience in a CSM role, especially in an MSP environment, technology, or a health care setting
● Bachelor’s degree in Healthcare, Business Administration, and/or Marketing and/or a related field medical/pharma/science field (or equivalent level of practical technical experience in radiology)
● Proven experience in a customer-facing role, preferably in Customer Success, Account Management, or Sales.
● Excellent communication and interpersonal skills.
● Strong problem-solving abilities and a customer-centric approach.
● Proficiency in CRM and/or CSM software and data analysis tools.
● Ability to multitask, prioritize, and manage time effectively.
● A minimum of 3 years working experience as a radiographer/application specialist/MRI
● specialist or mammographer within a clinical setting.
● Strong relationship-building skills
● Strong attention to detail.
● Ability to work independently (home office) and as a team player.
● Proven ability to build and maintain influential customer relationships.
● Superb verbal and written presentation and communication skills
● Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.
● Time Management: Plans how to achieve key priorities weekly; Reviews results of time plans weekly; Schedules time realistically; Achieves key priorities daily; Balances personal and professional objectives.
● Ability to travel national incidentally internationally
Preferred Qualifications:
● Experience in Healthcare and/or Healthcare IT.
● Understanding of radiology workflow
● Familiarity with Salesforce CRM, Google Suite, Microsoft Suite, Healthcare Applications/Products
Physical Demands
This position often requires sitting for long periods of time, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software.
Working Environment
Representatives work remotely with the need to travel domestically or internationally 25-50%.
ACCOMMODATIONS Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
