What are the responsibilities and job description for the Customer Success Manager position at ClearDATA?
Customer Success Manager
Location : Austin, TX
ClearDATA is seeking a Customer Success Manager who has a passion for helping customers and to truly make a difference in Healthcare!
The best Customer Success Managers (CSMs) are multi-functional & oversee the customer retention process by acting as a customer advocate within the organization & streamlining the customer experience. They are the frontline to the customer. They have the ability to partner with all functions including engineering, sales team members, solution & enterprise architects, & product developers in coordinating all aspects of the services & products throughout its lifecycle. The top core competencies for success include:
Customer Relationship Management | Customer Success | Communication | Product Knowledge | Accountability | Achievement Oriented | Teamwork | Problem Solving Empathy & Compassion | Leading Change | Decision Making | Risk Taking | Critical Judgement | Consulting & Advising
Organization
A strong predictor of success for a Customer Success Manager (CSM) is the ability to be a service-oriented, self-directed learner & excellent communicator with well-developed pattern recognition skills. Unless a manager, in most cases, CSMs do not have any direct reports. S/he must influence others through a strong understanding of customer current & future strategic considerations & business needs. S/he has strengths in responding well to problems & skills in best practices & optimizing customer results. Ability to monitor tickets swiftly & proactively help existing customers thrive to build long-term value-based relationships.
Performance Objectives
- Create an excellent customer on-boarding experience: Provide a seamless onboarding experience; within ___ days, engage with each account during the launch period & build an implementation roadmap that considers current & future customer business needs. Within six months, ensure all accounts are progressively moving towards full system adoption & utilization.
- Manage all accounts: conduct regular, comprehensive account reviews & set regular cadence for health checks & to educate on new products & features to address customer business problems & opportunities. Track progress through the account dashboard & provide project management support as needed to ensure successful utilization. Prepare analyses & status updates on accounts as aligned with your customer type.
- Partner with all key stakeholders to optimize customer experience & elevate opportunities to increase value. Contribute & develop ongoing customer success training.
- Serve as the voice of the customer & internally partner with product for feature recommendations, sales for referenceable customer & business opportunities, & marketing for case studies & conduct customer journey mapping to improve customer success.
- Seamlessly deliver on long-term strategic goals for customers through strong project management partnering.
- Research & continuously learn to deepen understanding of the customers’ served.
- Collect, analyze, & present customer trends, develop hypotheses, & improve business KPIs.
- Contribute to a world class Customer Success team by maintaining the expected standards of NPS scores & customer retention targets.
Experience
- Bachelor’s degree or equivalent experience required; minimal 2 years’ experience as a CSM, technology consulting &/or relevant experience. Individuals who are often successful have a background in sales, marketing, &/or consulting.
You Will Stand Out, With
- HIPAA compliant technology | cloud computing (AWS, Azure or Google) |learning agility | complex client projects
You’ll Like Working Here
- Dynamic company that rewards high-performers
- Cutting edge of new technologies and services
- Collaborative team environment that values multiple perspectives and fresh thinking
- Servant Leadership Management
- Casual dress code
- Flexible working hours
- Medical, Dental, Vision, HSA, Life & 401K
- Unlimited Vacation!
- Stock options
ClearDATA is an EEO/AA employer M/F/V/D