Customer Success Manager

Summary

Join our team as a Customer Success Manager (CSM) and ensure customer satisfaction and success with our products and services. You will provide support, guidance, and resources to help customers achieve their business objectives and improve patient care. As a CSM, you will create and implement customer strategies, build strong relationships with key stakeholders, and act as a liaison between customers and internal teams. You will need extensive product knowledge, problem-solving skills, and the ability to develop trusted relationships. This role requires a deep understanding of our products and services, strong communication skills, and the ability to advocate for customer needs. You will also be responsible for identifying opportunities for upselling and cross-selling, addressing customer issues, and analyzing customer data to improve the customer experience.

Requirements

• 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
• Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit
• 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

Responsibilities

• 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
• Develop a deep understanding of the company's product/service offerings. Use this expertise to provide guidance, best practices, and recommendations to customers
• 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
• 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
• Address customer concerns and issues effectively and efficiently. Coordinate with internal teams to provide timely resolutions
• 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

Preferred Qualifications

• Experience in Healthcare and/or Healthcare IT
• Understanding of radiology workflow
• Familiarity with Salesforce CRM, Google Suite, Microsoft Suite, Healthcare Applications/Products