Manager - Customer Success - Healthcare

Manager - Customer Success Manager

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)/PG

- 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.