Client Success Manager

Merative•Mississauga, ON

6d•$94,288 - $141,432•Remote

About The Position

The Client Success Manager (CSM) is responsible for driving the stickiness and adoption of solutions for existing and new customer accounts post sale. This position covers various tasks such as program oversight to ensure successful deployments and maintenance, product presentations, solution adoption, growing referenceable accounts and renewals. The CSM will be the operational focal point once the client is in production. 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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%