Customer Success Manager

AssistIQ•Dallas, TX

19d

About The Position

As a Customer Success Manager at AssistIQ, you’ll be responsible for building and maintaining ongoing relationships with the customer and their satisfaction with AssistIQ products. You will partner with the existing team to refine processes’ and generate best practices to support the development of a scalable customer success model. In this position you will be responsible for owning customer relationships, proactively addressing issues, ensuring customer value is seen in the product, and driving customer retention. You will ensure the product is being used to its full capacity and partner with the Delivery Director to drive expansion opportunities with the customer. You will be introduced to the customer during the beginning of the sales cycle, be a soft resource to the customer during implementation, and own the relationship with the customer post-go live. We’re looking for candidates who enjoy and can work in a fast-paced start-up environment. This person will have a strong ability to establish and maintain relationships, problem-solve with customers and internal teammates, gather feedback and identify areas of value for stakeholders. This person will have a proactive approach and excellent communication skills. Given the nature of startup life, the role of the Customer Success Manager is dynamic with priorities evolving regularly.

Requirements

3+ years of experience in a similar health care technology focused CSM role.
Experience managing operations stakeholders in a hospital or clinical setting.
Demonstrated leadership and problem-solving skills.
Experience preparing and presenting customer partnership updates to customer stakeholders.
Ability to communicate cross-functionally internally & escalate customer needs efficiently to ensure customer needs are being met and exceeded.
Demonstrated capability of stakeholder management, problem-solving, and prioritization.
Experience managing communication with stakeholders in different levels of seniority (C-Suite to Operations).
Excellent interpersonal skills
Ability to synthesize information, think quickly, and drive changes.
~20% travel required.
Current Valid Driver’s License

Responsibilities

Plan and execute the ongoing customer success delivery plan for each customer.
Build and maintain positive relationships with customer stakeholders, establishing trust, understanding business goals, and demonstrating partnership value.
Present partnership value on a regular basis to the customer, gathering customer feedback and keeping the customer informed on upcoming product enhancements and improvements specific to supporting their goals and needs.
Partner with the Customer Support and Data Analysis teams to measure and monitor the overall ‘health’ of customers and achievement of success criteria outlined in the partnership agreement.
Regularly report on customer stability and product expansion opportunities to the internal team.
Ensure product adoption and utilization across assigned customers.
Collaborate with sales, marketing, implementation, and support teams to ensure a seamless customer experience.
Continuously improve customer success processes’, including evolving customer communication methods and updates, striving for consistent and clear communication.