Customer Success Manager

Within our Customer Experience (CX) organization, we are looking for customer-focused individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to identify root causes of strange problems but find the most effective solutions to meet the customers needs are who we are looking for. 

As a Customer Success manager (CSM), you are an integral part of the customer success team and will focus on driving customer adoption and expansion of QGenda products. Your primary objectives are to build lasting relationships with customers, to ensure customers maximize the value of QGenda by proactively tackling customer business problems and to create value through driving feature/functionality utilization for the customer. Ultimately, your impeccable services helps to create customer retention and revenue expansion opportunities. 

How You'll Make an Impact

• Oversee the client lifecycle and proactively drive adoption of QGenda to ensure ongoing customer satisfaction and retention 
• Work cross-functionally with Technical Account Managers (TAMs), Professional Services and Support to ensure all customer requirements are correctly scoped and delivered 
• Built trust and strengthen long-term relationships with key influencers and executive stakeholders across your portfolio of customers 
• Design and execute programs to expand and deepen QGenda adoption, usage and value across your customers including: training, enablement, evangelism and customer marketing initiatives 
• Share customer success stories across the company to help inform our Go To Market strategies and partner with QGenda's marketing team to tell these transformation stories publicly through customer case studies
• Review incoming customer concerns and drive appropriate get-well plans to improve all aspects of the customer's QGenda experience 
• Monitor at-risk customers, prioritizing outreach based on QGenda usage data and taking appropriate actions to manage escalations to efficient resolution 
• Manage and achieve key business metrics including NPS, CSAT, Churn, Health and Adoption as well as appropriate Revenue Retention goals 
• Leverage partnerships with sales organization during expansion opportunities to grow customer footprint 
• Prepare and deliver recurring customer "Business Reviews" with key customer contacts, assessing overall health of relationship as well as business value realized from QGenda's suite of solutions

Who You Are

• Able to interact across organizations to ensure outstanding customer service delivery and creating evangelists by listening to customers closely and delighting them with our user experience and service
• Adept at moving quickly between low level execution and high-level strategic thinking 
• Able to work independently, organize your own work, setting priorities and meet critical time deadlines
• A natural relationship builder who enjoys getting to know what makes people "tick" 
• Proactive in nature to anticipate needs of the customer and the business 
• Analytical thinker who uses data to make decisions 
• Empathetic to customer and cross-functional needs

Experience You Bring

• Bachelor's Degree required
• 3+ years of pre-sales customer / account management OR 2+ years of post-sales customer relationship management 
• Ability to travel for customer meetings, conferences, and other industry events 

Not Required, but Nice to Have

• Experience with Customer Success Platforms (i.e. PlanHat) preferred 
• Success COACHING CCSM Level 1 and Level 2 certifications 
• Experience / Exposure to Healthcare market and IT ecosystem