Customer Success Manager

Summary

Join Wisedocs AI as a passionate Customer Success Manager and play a pivotal role in shaping user experience. This role is ideal for someone with experience working with Midmarket and Enterprise customers in the insurance, medical, or legal industries.

Requirements

• 5+ years experience with Enterprise size clients, ideally in a B2B SaaS environment
• Relevant Industry experience a preferred
• Relevant education (i.e. Health Sciences, Medical Terminology, Disability Management, Paralegal etc) a strong asset
• Experience with Hubspot/CRM and ticketing systems like Jira
• Working knowledge of medical documentation and terminology
• Prior experience in managing a diverse client group portfolio, with outstanding customer service results a strong asset
• Must be able and willing to travel within the US and Canada
• Team player and can also thrive in self-managed and independent environments
• You recognize gaps in process or detail and show initiative to suggest solutions
• Exceptional organizational, presentation, and communication skills
• You have technical prowess, love to play with technologies and can quickly grasp technical concepts, making them easily understandable to a variety of end users
• You are gritty, agile and can work in a fast-paced environment

Responsibilities

• Onboarding and Ongoing Customer Training: Educate customers, gather and execute workflow requirements to solve technical problems, and ensure the smooth adoption of our products
• Account Management: Consistently be in contact with customers throughout the lifecycle to ensure any concerns are addressed, and you understand any changes in their business / industry
• Data Analysis: Analyze customer data to identify trends and opportunities for improvement, and to provide insights to customers on how they can optimize their use of Wisedocs products and services
• Cross-functional Collaboration: Collaborate cross-functionally with Product Development, Sales, and Quality Assurance to ensure your customers receive the best possible experience
• Customer Retention: Identify and communicate Customer’s health, address potential customer expansions, implement strategies to retain customers and build long-term relationships

Benefits

• Modern employee benefits, including health and dental coverage
• Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly
• An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and you thrive there you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose
• Company events
• Generous Paid Time Off
• Paid Sick Days
• Casual Dress code
• Employee Referral Bonus
• Tuition Assistance