Field Customer Success Manager (Client Management I) - REMOTE

Net Health•Pittsburgh, PA

29d•Remote

About The Position

Ensures that the customer is satisfied with company projects and services. May work closely with Sales Account Manager and oversee day to day relationship with client or client programs. Ensures that schedules and budgets are met according to contractual agreements. Works with client to cultivate future projects and qualify new opportunities. Consults with other team members (project management/services/support/customer care) to be sure mutual objectives are met. Foster the highest level of service delivery to assigned customers to ensure a strong customer relationship, strong customer satisfaction and success toward achieving goals. Maintain a relationship with assigned customer accounts, including key stakeholders, to identify and address goals, needs and issues, educate on products, drive adoption and utilization, achieve retention goals and foster expansion opportunities. Collaborate with Sales team to ensure the retention and expansion of assigned customers. Develop an understanding of assigned Net Health products and services as well as assigned customers’ HIT needs and use this information to develop and execute a Customer Success Plan. Consistently and appropriately address customer needs and serve as an escalation point for customer issues. Monitor and analyze customer consumption and utilization of Net Health products. Educate customer on results and consult on possible improvements. Be proactive and provide consistent communication with customers to ensure progress against objectives and to keep customers notified of changes through regularly scheduled meetings. Encourage customer participation in Net Health initiatives such as webinars, customer conferences and product feedback. Collaborate with other Net Health departments as needed to ensure that escalated issues are resolved in a timely manner, meeting any SLA requirements and managing expectations with the customer. Leverage Net Health Professional Services and Critical Care teams as appropriate to ensure the needs of the customer are met. Serve as the trusted advisor for your strategic and/or at-large customers; able to use discretion and independent judgment with matters of significance relating to customers. Monitor license agreements and/or SLA’s for compliance.

Requirements

Bachelor’s Degree.
0-2 years of relevant experience; may have degree or equivalent.
Microsoft Office Suite

Responsibilities

Foster the highest level of service delivery to assigned customers to ensure a strong customer relationship, strong customer satisfaction and success toward achieving goals.
Maintain a relationship with assigned customer accounts, including key stakeholders, to identify and address goals, needs and issues, educate on products, drive adoption and utilization, achieve retention goals and foster expansion opportunities.
Collaborate with Sales team to ensure the retention and expansion of assigned customers.
Develop an understanding of assigned Net Health products and services as well as assigned customers’ HIT needs and use this information to develop and execute a Customer Success Plan.
Consistently and appropriately address customer needs and serve as an escalation point for customer issues.
Monitor and analyze customer consumption and utilization of Net Health products.
Educate customer on results and consult on possible improvements.
Be proactive and provide consistent communication with customers to ensure progress against objectives and to keep customers notified of changes through regularly scheduled meetings.
Encourage customer participation in Net Health initiatives such as webinars, customer conferences and product feedback.
Collaborate with other Net Health departments as needed to ensure that escalated issues are resolved in a timely manner, meeting any SLA requirements and managing expectations with the customer.
Leverage Net Health Professional Services and Critical Care teams as appropriate to ensure the needs of the customer are met.
Serve as the trusted advisor for your strategic and/or at-large customers; able to use discretion and independent judgment with matters of significance relating to customers.
Monitor license agreements and/or SLA’s for compliance.