Associate Customer Success Manager

We are seeking an Associate Customer Success Manager to develop strong, strategic partnerships with our small-sized accounts to ensure the highest level of customer satisfaction. This position has a strong focus on managing retention efforts.

Responsibilities:

• Establish and maintain client relationships with small-sized customers to understand customer goals and challenges.
• Meet with practice leadership proactively on a regular basis.
• Record and report on customer trends.
• Provide high level product support and triage concerns properly.
• Work with customers to optimize their usage of our software.
• Driving growth through net retention improvements and lead generation.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Meet and exceed KPI’s.
• Use customer feedback to contribute to the product roadmap.
• Occasional travel to customer sites is required.

Competencies:

• Able to establish rapport and maintain effective relationships with customers.
• Able to communicate orally and in writing.
• Maintains a proactive, self starter mentality.
• Able to solve problems using logic, judgment, and data to determine effective solutions.
• Able to manage and prioritize a high volume of customer relationships while delivering responsive, high-quality service.
• Functions in a remote environment.

Education / Experience:

• 1-3 years experience in a Customer Success or Account Management role.
• Experience with CRM platforms preferred.
• Experience in a healthcare or IT environment is strongly preferred.
• Bachelor's degree preferred.