Customer Success Manager

Job Description: Responsibilities for the Customer Success Manager   Owns the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics  Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts; translate and communicate internally to company departments to help define priority of need, improve Customer experience and drive product improvements  Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps. Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up  Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events  Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers  Execute to successful completion of departmental KPI’s, metrics, etc     Qualifications of the Customer Success Manager   Bachelor’s degree in related area preferred (experience in lieu of degree)  2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred  Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts  Experience in the behavioral health industry, preferred  Experience working with CSM applications, preferred  Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred  Demonstrated leadership abilities and achievement orientation  Highly self-motivated and directed  Superior attention to detail    Knowledge, Skills, and Abilities of the Customer Success Manager   Passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative  Ability to assess needs and produce solutions to target those needs  Skills to effectively manage peers as part of a collaborative project  Initiative, motivation, creativity, and ability to understand many areas of expertise  Ability to communicate professionally with all levels of management…