The Role :

- A Customer Success Manager will be responsible to lead a small team of Customer Success Managers/Specialists to deliver the ideal experience throughout our customer's lifecycle. Your team is responsible for the customer relationship, and growth across our existing customer base.

Key Responsibilities :

- Manage day-to-day operations, goal setting, career development, performance management, and growth of team members

- Supporting and directing both new and experienced CSMs in strategies to build lasting relationships with customers

- Partner with department head on training and on-boarding initiatives for CSM team members

- Guide, maintain and implement Customer Success best practices

- Provide regular updates to management on progress of projects and initiatives, escalate to management when necessary

- Monitor escalated accounts and ensure cure plans are implemented to drive customer satisfaction

- Oversee comprehensive data analysis and business case development for clients

- Build high performing teams with a 'customer first' mentality.

Skills Required :

- Analytical skills to review and interpret metrics, insights, and actionable intelligence.

- Demonstrated ability to lead a Customer Success or Account Management team.

- Proven ability to develop and coach consultative engagement skills.

- Ability to learn new concepts quickly, with the ability to also roll up your sleeves and an orientation towards achieving client solutions.

- Lead the team to partner with clients, create high value outcomes and track defined outcomes.

- Energy, humor, compassion, and enthusiasm

Qualifications and Experience :

- Graduate Degree (BA/BSc/BCOM)

- 3 - 5 years of management experience

- 3 years' experience in healthcare and working with customers.

- 5 - 7 years of Customer Success or Account Management experience preferably in US Healthcare.

- Experience working effectively with all levels of management.

- Experience in handling of client escalations supporting the resolution and /or escalation of customer complaints and execute adoption plans based on the organization's goals.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.