Customer Success Manager - Remote (22-133)

Description

Worksite Location: Remote USA

Position Overview and Responsibilities

Business and Industry Knowledge:

• Understands the healthcare landscape in the US and how the customer is impacted.
• Understands customer's business needs and strategic initiatives such as margin pressures, patient mix, new services, consolidation, and expansion, etc. and how Spok and its solutions can help.
• Uses thorough knowledge of Spok's products and those their customers are utilizing to provide an overview and develop the customer's leaders' understanding of Spok products and the valuable outcomes they can achieve.
• Identifies technical issues and arranges technical support for customers as necessary.
• Assists customers in planning for the acquisition or expansion of Spok's products within their business plans without focusing on sales, rather on educating customers on the flexibility and capabilities of Spok software to optimize the results of their workflows including clinical outcomes.
• Identifies and supports the customer's clinical communication strategy and technology roadmap; expands the customer's strategic vision while demonstrating a working knowledge of the healthcare industry.

Customer Management:

• Liaisons with the customer during all phases of their solution lifecycle management, ensuring effective successful outcomes.
• Develops positive, ongoing business relationships with the customer contacts at all levels. Establishes a "Trusted Advisor" customer relationship as the customer champion.
• Understands and translates the customers' business objectives and how they are impacted and resolved.
• Strategizes with customer leads on a regular basis to measure and understand the success of existing Spok solutions and services.
• Develops, plans, manages and maintains the standard documentation, communication and presentations for face to face or remote meetings with key customer stakeholders including C-suite audiences.
• Shows a deep understanding of Spok key success factors, ROI, and solution differentiators.
• Works with Administrative teams, Support, Sales, Services, Product, and Engineering to address customer requests and concerns in a timely, accurate, and professional manner.
• Escalates issues in a timely manner and as needed to Spok senior management that allows for timely action for corrections.

Required Skills and Experience

• Bachelor's degree or equivalent business experience.
• Experience in the healthcare IT space
• Ability to travel as needed - up to 30% domestic - Must comply with the Covid vaccine mandate.
• Minimum of 5+ years of key client consultative experience in account management, customer implementation, project management or customer support management.
• Ability to professionally interface with all key constituencies, executives, support team, development team etc.
• Knowledge of technologies such as IT networking, internet technologies, web servers and CRM software such as
• Ability to regularly use communication tools such as MS Word, Excel, PowerPoint, MS Projects, and RF Flow

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Alexandria, Virginia, is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect® platform to enhance workflows for clinicians and support administrative compliance. Our customers send over 100 million messages each month through their Spok® solutions. When seconds count and patients' lives are at stake, Spok enables smarter, faster clinical communication. Spok is a trademark of Spok Holdings, Inc. Spok Mobile and Spok Care Connect are trademarks of Spok, Inc.

At Spok, Inc., we provide equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935