Customer Success Manager

Job Type: 
Full-time
Location: 
Remote or Baltimore, MD - Preference for major metro areas in the US
Education:
Bachelor's Degree
Additional Compensation:
Visa Sponsorship:

Requirements & Skills

  • Must demonstrate strong communication and relationship-building skills among executive-level clients and coworkers.
  • Must demonstrate strong organizational abilities, understanding of process improvement, and change management principles.
  • Must demonstrate strong problem-solving skills and responsiveness to clients.
  • Able to learn rapidly changing technology platforms and articulate clinical, technological and operational aspects of product and service to a varied client audience.
  • Demonstrated ability to deliver against service level agreements in an operational role.
  • Experience in customer service, account management or customer success preferred, candidates will be prioritized who have healthcare and/or organ transplant experience.
  • A track record of customer retention and growth through customer service.
  • Dedication to translate value to customers.
  • Aptitude for learning software; strong with business applications, and able to explain complex data relationships in non-technical terms. Must be comfortable with learning at a fast pace and learning on the job.
  • Ability to manage multiple priorities while maintaining strict attention to details.
  • Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations.
  • Willingness to travel nationally up to 25%.

Responsibilities include, but are not limited to: 

  • Proactively manage the success of a portfolio of customers to deliver consistent value across the entire lifecycle.
  • Coordinate and deliver training sessions to ensure confidence with the platform and cultivate customer accountability through workflow mapping, managing a timeline and deliverables.
  • Advise customers on best practices.
  • Resolve customer issues, alone and through collaboration with internal teams.
  • Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct routine account performance planning and reviews.
  • Inform the platform through product feedback requests and proposals, both internally and customer-driven.
  • Perform data-driven reviews and analysis on customer data.
  • Guide clients to fully utilize the MediGO solution by articulating full value platform and analytics reporting package.
  • Adept in Excel analysis and PowerPoint based material development. Able to synthesize complex information from various sources and display in simple, easy-to-understand visuals.
  • Develop market and industry related intelligence and database that informs product capabilities.
  • Ensure customer retention through timely and thorough responses to client questions and concerns, serve as first-line response to clients for issues resolution for MediGO solution.
  • Develop and provide input on client and key stakeholder facing materials.
  • Help Director of Customer Operations in anticipating evolving client needs and be the voice of the customer to the company by translating into business requirements for the product/service.
  • Build trusted relationships amongst various stakeholders and functional leads with the client and MediGO teams.
  • Aid in ensuring compliance with current federal, state and local regulations at the client level.

Benefits

  • 401(k)
  • Health, Dental, and Vision Insurance
  • Disability Insurance
  • Paid Time Off

Customer Success Manager

Cultural profile:

  • Must care about overall mission
  • Passion for being part of a new company
  • Do whatever it takes mentality to help the overall success of the company
  • Compassionate- human element is important
  • Able to pull information and people together quickly
  • Works well within a team environment
  • Humble and hungry for exciting work at a startup

Responsibilities include but not limited to:

Administrative

  • Calendar Management: Maximize the time of company employees through effective scheduling on a daily, weekly, and monthly basis.
  • Meeting Logistics and Preparation: Ensuring leaders and/or the meeting guests are properly prepared for arrival to the meetinglocation.
  • Travel Planning & Prep: Efficiently booking travel and preparing a clear and detailed itinerary, accompanied by supportingtravel documents, for the team to travel with ease.
  • File Management: Thoughtfully evaluating what files leaders need to retain, ensuring federal and state compliance with recordmanagement.
  • Office Maintenance & Organization: Ensuring the office is presentable, organized, and functional for day-to-day needs. Thisincludes shipping, ordering, and other administrative actions important to the efficient running of the office.
  • Reception: Answer phones and greet guests.
  • Organize files and paperwork as needed
  • Manage and route phone calls and mail appropriately
  • Manage and order all office supplies
  • Manage relationships with certain assigned vendors
  • Manage all travel accommodations for the team i.e. flights, hotels, itineraries, etc. Manage relationship with property management company
  • Perform all other duties as assigned.

Qualifications and Experience:

  • Superior organizational and planning skills, attention to detail, ability to anticipate project needs, ability to prioritize and work productively on multiple projects and tasks simultaneously and still be adaptable and flexible.
  • Ability to take charge, work independently, complete assignments with little to no supervision, yet still take instruction, supervision and work with a team and build relationships with diverse communities internally and externally.
  • Excellent interpersonal skills, enthusiastic professional with pleasant positive manner and demeanor, strong desire to satisfy customer/participant needs and ensure quality delivery of services.
  • Exemplary writing, editing, proofreading, schedule management and communication skills (mail, email, in-person,phone), ability to adapt and clearly over communicate.
  • 2-3+ years in administrative role and proficiency in the following: Microsoft 365 suite (Word, Excel, PowerPoint, Teams)

Work Environment

  • The work environment described here is representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually louder than a traditional office environment.

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific vision abilities required by this job include close vision (computer work). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms.
  • 401(k)
  • Health, Dental, and Vision Insurance
  • Disability Insurance
  • Paid Time Off

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