Senior Client Success Manager

Personality Traits & Skills

• Excellent organizational skills and demonstrated ability to plan, coordinate, and execute projects
• Exceptional communication skills for internal cross-team collaboration and client engagement.
• Strategic thinker who can take both short and long-term business objectives and execute on a tight tactical plan to achieve goals 
• Critical thinker who is able to offer insights to to expand your team’s ability to solve complex problems
• Adaptable to new processes and workflows, and comfortable in fast-paced, environment
• Passionate about transforming the patient and provider experience through digital health
• Resourceful and enjoys solving complex problems
• Strong written and oral communication skills
• A bias-towards-action, with a willingness to “roll up your sleeves” to get the job done
• Strong technical skills and ability to quickly learn technical concepts;

Responsibilities

• Create a culture of alignment, collaboration, and accountability with our customer stakeholders and client facing teams to drive loyalty and advocacy
• Drive customer lifetime value by improving the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features and new use-cases. 
• Develop innovative and scalable customer engagement strategies to drive maximum adoption, value realization, health scores and satisfaction 
• Deliver and communicate business impact for our clients, throughout the customer lifecycle
• Represent the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
• Advocate for the customer by taking their feedback and sharing it with other departments, to improve processes and product offerings
• Identify and pursue customer growth opportunities and execute on expansion revenue targets 
• Accurately forecast and achieve renewal and customer retention goals
• Identify “at risk” customers and develop and implement cross-functional plans to remediate customer issues and maximize retention
• Develop and maintain a strong working knowledge of our solutions and the competitive landscape
• Ability to execute on KPIs  for user adoption, gross retention, net retention, client satisfaction, 
• Maintains high level of expertise and technical proficiency on the Force solution
• Develop and share best practices with Force members to continually improve the quality, effectiveness, and efficiency of our internal processes
• Independently lead meetings with customer leadership to present program summaries, realized impact, market insights, and product roadmap
• Partners with the Product teams during new product and feature launches to ensure you understand how they will apply to your customer’s business
• Effectively communicates in company and customer meetings presenting progress, risks,recommendations, insights, and opportunities.