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Customer Success Manager

  • Location: Chicago, IL
  • Type: Direct Hire
  • Job #2146

Carex’s partner is an enterprise mobile patient communication platform for major healthcare systems,.  based in Chicago Supported by real-time integration with customer systems, their cloud-based platform delivers interactive communication solutions that increase patient engagement, access, convenience, and service recovery—and ultimately drive a superior patient experience, operational efficiencies and  cost savings for their clients.

They are looking for an experienced Customer Success Manager who  possesses a successful track record supporting software-as-a-service (SaaS) platforms for enterprise healthcare clients. This individual must have prior experience managing large enterprise clients through multi-year contracts with successful product renewals. This candidate should be able to bring forward creative approaches to solving problems for their previous clients and how they were able to reduce (or eliminate) customer churn.

What you’ll do:

  • Serve as the primary relationship manager and “face” for our partner’s customers and provide white-glove treatment throughout their journey from contract signature through support, enabling long-term growth
  • Understand their customers strategic vision, goals and KPIs, and ensure that the platform is aligned to meet or exceed expectations
  • Challenge limiting beliefs around existing processes or tools to drive opportunities for expansion of  the platform across the 25+ potential workflows on the platform
  • Build and maintain a library of reusable content to assist in architecting expansion opportunities, through ROI estimates, workflow diagrams, product mockups and situation response guidelines
  • Proactively address customer needs by monitoring system performance and presenting recommendations when issues need to be resolved
  • Develop and support internal tools, templates, playbooks and processes to drive exceptional customer happiness and support teams navigating common events for clients while reducing internal resource needs  
  • Form strong cross-functional bonds with Sales, Implementation, and Engineering team members to  deliver high quality deliverables for customers
  • Manage and track all customer relationships tasks, stakeholder updates, enhancements, up-sells and  support tickets using CRM tools

What you’ll bring:

  • 4+ years of experience in an implementation, customer success, product or consulting role
  • Ability to manage multiple customers at once, prioritize and execute a large number of tasks, and resolve  issues quickly
  • Skilled at listening and at sending clear, convincing, and well-tuned messages (both verbal and written)
  • Experience providing high quality, visually appealing reporting packages to customers, which include key performance indicators, trends, risks and opportunities using tools like QuickSight, Tableau, Looker and Power BI
  • Solid understanding of digital communication best practices and how to map out a customer journey that aligns with our partner’s solutions
  • Coachable, hungry for feedback, and dedicated to continuous self-improvement
  • Significant entrepreneurial drive, ability to create order from chaos, and willingness to roll up sleeves to directly solve challenging problems
  • Dedication to remaining current with changes and advances in the healthcare industry
  • Expertise with using SQL and/or BI tools for data querying and analysis 
  • Ability and willingness to travel up to 25% of the time when conditions return to normal
  • Bachelor’s or Master’s degree or equivalent experience
  • People management and team leadership experience

Helpful experiences and skills:

  • Experience building relationships at the VP/C-Suite level and managing multiple client buyer/decision  maker relationships
  • Experienced in customer relationship management tools (e.g., periodic business reviews, maintenance  reports, ROI tracking, issue/enhancement tracking, stakeholder matrix, backlog refinement, etc.)
  • Familiarity with user-centered design and agile development principles
  • Background in a healthcare-related field and/or experience working with electronic health record (EHR) systems
  • Ability to build new processes and create structure

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