Senior Customer Success Manager

At QGenda, we enable healthcare providers to focus on what’s most important, patient care! Serving more than 650,000 providers in over 4,000 healthcare organizations, we help our customers to make strategic workforce decisions and better manage healthcare provider capacity. We are growing extremely fast and are looking for the most ambitious, curious, and empathetic individuals who are committed to developing themselves and learning new skills! Come join us!

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 help customers solve their business objectives with technology. 

As a Senior Customer Success Manager (Sr. 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 service helps to create customer retention and revenue expansion opportunities.

Responsibilities:

As a critical member of the Customer Success Team, you will strategically guide customers through their journey with QGenda utilizing a personal touch aided by technology, with the goals of increasing adoption, driving expansion and ensuring customer retention.

 Key Duties

• Oversee the client lifecycle and proactively drive adoption of QGenda to ensure ongoing customer satisfaction and retention
• Establish clear goals and milestones into a success plan aligned to the customers desired outcome. 
• Work cross-functionally with (Technical Account Managers) TAM’s, Professional Services and Support to ensure all customer requirements are correctly scoped and delivered 
• Build 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 internal 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 an efficient resolution.
• Maintain a detailed understanding of QGenda products and services, assist customers with questions and suggest the best products for their needs
• Record and report on customer issues around product usage support, onboarding experience and general account satisfaction
• 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. 

Knowledge, Skills, and Abilities:

• Proven ability to interact across organizations to ensure outstanding service is delivered to customers
• Create 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 
• Ability to independently organize own work, set 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
• Empathic to customer and cross functional needs

Requirements:

• Bachelor’s degree required 
• 4+ years of post-sales customer relationship management 
• Previous Experience with Customer Success Platforms (i.e. PlanHat) required. 
• Ability to travel for customer meetings, conferences, and other industry events
• Experience implementing and supporting Customer Success Platforms, creating playbooks, workflows and adoption campaigns a plus
• Success COACHING CCSM Level 1 and Level 2 certifications a plus
• Experience/exposure to Healthcare market and IT ecosystem a plus