Customer Success Manager

Summary

Join Rethink, a leading provider of online research-based resources for individuals with developmental disabilities, as a Customer Success Manager! This role focuses on customer retention and account growth within small and mid-sized behavioral health practices specializing in ABA treatment for autism. You will provide high-touch service, identify upsell/cross-sell opportunities, and ensure customer needs are met. The ideal candidate possesses ABA tutoring/therapy experience and is comfortable with technology, conducting online demonstrations. You will be responsible for meeting revenue targets, managing customer satisfaction, and collaborating with the product team. Regional conference attendance is also required. Remote opportunities are available for candidates residing in specific states.

Requirements

• Bachelor's degree in psychology, education or related field
• Must be comfortable working with technology and fluent in Microsoft Office
• Excellent verbal and written communication skills
• Strong customer relationship management skills
• Ability to position Rethink solutions and communicate key messages to practice owners and key decision makers
• Self-motivated individual who thrives on doing a job well and has the initiative and drive to excel
• Ability to effectively prioritize, organize, and perform a variety of concurrent tasks
• Proficiency with Microsoft Excel, Word, and PowerPoint applications

Responsibilities

• Meet and proactively drive to exceed quarterly and annual revenue targets
• Identify account growth opportunities within an existing set of customers, working closely with practice owners to showcase how the Rethink solution can support clinical and business needs
• Drive to close upsell/cross-sell opportunities by demonstrating understanding of current and long-term customer needs, proposing appropriate solutions to address identified customer needs, and consistently moving the customer toward commitment
• Develop and maintain an exceptional knowledge of Rethink’s behavioral health solution
• Oversee account metrics to anticipate customer issues and concerns
• Resolve customer issues in an efficient and practical manner
• Serve as a customer advocate internally to ensure support tickets are being addressed quickly
• Collaborate with the product team on identifying future product development priorities to drive account growth
• Manage customer satisfaction surveys and responses
• Complete and submit required reports such as forecasts, activity reports, and expense reports on a timely basis
• Enter and maintain data accurately into Salesforce.com including meetings, contacts, updates and forecasts
• Use GoToMeeting to conduct effective online meetings
• Attend regional conferences (approximately six per year) to represent companies at booths, present case studies at events and meet with current customers

Preferred Qualifications

• Experience in behavioral health or special education is preferred
• Experience using Salesforce.com is desirable
• Experience with special education/autism/ABA highly preferred
• Experience working with a SaaS (software) company highly preferred

Benefits

• Generous health, dental & vision benefits package
• Paid time off
• 11 Paid Holidays
• 401k + matching
• Parental leave
• Professional development assistance