Client Success Manager
About this role
Long-term growth and profitability depend upon building insight, constant feedback, and continuous improvement at every stage of the customer journey. To do this, the CSM must build trusted relationships through regular presence, performance, and communication. This helps to drive customer adoption of Merge solutions, build continuous value for customers to achieve customer satisfaction and retention.
A CSM does not replace the GTM Account Executive but rather augments. It is vital for a CSM to not be seen as a seller – their focus must be on the customer’s experience to help build trust and value through operational success. However, the CSM has responsibility to help drive pipeline by timely identification of opportunities to achieve growth.
Essential Job Duties
CSMs are an important part of the Client Success organization funded by support revenue and are assigned to large and/or strategic customers as a focal point to co-ordinate the many operational activities that they are engaged in with our company. The core operational responsibilities include:
Build and sustain operational relationships with x-functional internal stakeholders advocating for customer commitments.
Ensure ongoing operational communication with customers to include facilitating multiple client communications day to day and in most cases cadence that are weekly operational updates, and monthly or quarterly management reviews.
Monitor and assist the customer with escalations. Issues could be related to any type of request or concern related to product, support, invoicing, license reconciliation, training, as examples, from our organization.
Coordination of user group meetings and user conferences
Secure resources for customer activity and project manage deliverables.
Document key customer status information in SalesForce and/or Altify to provide organizational visibility.
Timely update of customer solution profiles to include relevant data including 3rd party applications in use, site affiliations, etc.
Ensure annual reconciliation of license usage, over-subscription, and identify to seller as an upsell/x-sell opportunity.
Identify potential opportunities for sales and hand off.
CSMs are measured by success metrics for assigned accounts (retention/support renewal, client satisfaction, revenue growth).
96% client retention
Leads identified solely by the CSM that turn into sales.
Growth of revenue via identification of opportunities
Increase customer engagement within Advocacy programs by 30%
Required Knowledge & Experience:
5+ years of experience operating in enterprise level customer-facing organizations in healthcare
Strong interpersonal skills and demonstrated ability to build trust.
Strong empathy for customers and passion for meeting company revenue and contribution margin targets
Clear verbal and written communication and strong presentation skills
Enthusiastic and creative leader with the ability to inspire customers and the organization; coupled with the ability to influence at all levels.
Highly organized and have experience working with teams in a matrix environment (internally and at a customer level) to achieve objectives.
Preferred Knowledge & Experience
Healthcare industry technical knowledge such as IT networking, internet technologies, and application deployments would be an asset.
Ideally combined background of post-sale and project management experience
Education Requirements
Bachelor’s degree in business or computer science or Relevant business experience
Work Environment
Remote US
Travel 30% (once a month on average)
Compensation
The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.
Min – Max :
$94,287.85 - $141,431.77 (USD)
Benefits
The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.
Remote first / work from home culture
Flexible vacation to help you rest, recharge, and connect with loved ones
Paid leave benefits
Health, dental, and vision insurance
401k retirement savings plan
Infertility benefits
Tuition reimbursement, life insurance, EAP – and more!
It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.
Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
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