Customer Success Manager II

GHX

13h•$67,000 - $89,500•Onsite

About The Position

At GHX, the Customer Success team is focused on delivering customer value and satisfaction to drive operational excellence, sales, renewals, and upsells. The Customer Success Manager II will be responsible for leading the development and successful execution of customer specific account plans with a subset of GHXs customers. The CSM II will own driving an increase in overall utilization of GHX solutions and services within their customer base. As a CSM II you will serve as an industry expert and provide valuable product and process insights that will drive customer value and connect users with best practice. The Customer Success Manager will continuously improve customer satisfaction levels and ensure customer retention and upsell readiness. As a CSM II you will be responsible for developing, documenting and executing customer goals, reviewing progress with customers through a consistent cadence. As a CSM you will continually look for ways to improve a customer’s operation. As a CSM you own the identification of opportunities to upsell additional GHX products. The CSM will work cross functionally within GHX to drive outcomes for the customer and cross functionally with their customers to provide value to users at all levels of a customer’s organization. A successful candidate will be an exceptional communicator, creative problem-solver with a client-first mentality who is comfortable working in a fast-paced environment. They will share a passion for continual learning, value creation and education in service to driving product utilization and customer stratification.

Requirements

Bachelor’s degree required, in technical, business, or management discipline preferred
2+ years prior account management, sales, and/or consulting experience preferred
Prior healthcare experience is preferred
Thorough knowledge of Microsoft Office, particularly Excel
Experience in Salesforce or other CRM preferred
Strong technical skills; ability to learn and explain software systems to end-users
Strong analytical and problem solving skills
Ethical, enthusiastic, and results-driven attitude
Clear and effective verbal and written communication and presentation skills

Responsibilities

Develop and execute strategies to improve customer satisfaction and profitability
Proactively review and update Salesforce for accuracy and efficiency
Develop relationships across all customers at various levels in organization
Develop references for GHX solutions
Develop opportunities to create white papers and case studies
Work with Implementation Team to insure effective delivery of solutions
Work with First Source and other internal teams to deliver value to suppliers and providers and increase adoption of GHX’s recommended practices
Assist in the creation and maintenance of reference materials
Provide market feedback on current solution capabilities
Provide market feedback on customer challenges and needs
Document all necessary facts and communications in Salesforce
Conduct product demonstrations with customers
Communicate capabilities of GHX offerings to customers