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Manager of Professional Services

  • Location: Madison
  • Type: Direct Hire
  • Job #2242

Our partner is looking for a Manager of Professional Services to oversee the implementation and customer support teams. This individual will provide leadership, process improvements, and efficient communication across departments to ensure customer success. This position is fully remote with a strong preference for candidates living in the greater Madison, WI area. 

What you'll do (project management, advisory & process):

  • Oversee the onboarding process for customers end to end
  • Serve as the primary contact for the onboarding of new strategic customers, defining program goals, and ensuring successful platform launch
  • Build relationships with customers and consultants to further strengthen our partnership
  • Utilize best practices in project management and communication tools to log customer interactions, manage customer expectations, and manage internal resources
  • Help customers succeed in their business goals by partnering on optimization projects, new feature development, and program expansion
  • Constantly evaluate customer health using quantitative and qualitative factors, then spring into action to address any concerns
  • Demonstrate product expertise of our learning management system, and strive to use that knowledge to make customers successful in their businesses
  • Build trust with customers’ staff to secure references, referrals, and case studies
  • Create policies and procedures that optimize the customer experience
  • Wear multiple hats and pitch in to help the organization
  • Can effectively cope with change, shift gears comfortably, and act without having the total picture

What you'll bring:

  • Customer Success experience for a healthcare technology, learning management system, or technical B2B software solution.
  • Bachelor's degree or equivalent experience
  • Experience working with large enterprise customers
  • Is exceptional at solving problems in an independent and data-driven manner. Ability to translate data into insights
  • Excellent project management skills to track large, complex software implementations across multiple customers
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Is experienced with the Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Is passionate about continuing education technology

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