Manager, Customer Success, Enterprise Services

QGenda • Atlanta, GA

3h • Hybrid

About The Position

The Manager, Customer Success supervises a team of Customer Success Executives and is responsible for managing the team’s workload, coaching on best practices, driving adoption and maximizing value while minimizing churn, and achieving a high NRR for all team’s portfolio accounts. The Manager is also responsible for owning the development and driving the execution of functional strategy and process standardization across the Customer Success organization.

Requirements

• Experience providing direction on complex customer engagements, in a matrixed environment
• Ability to interact and build relationships with customers and executive contacts as a leadership contact and point of escalation, demonstrating superior judgment and executive presence.
• Experience providing presentations to diverse audiences
• Ability to inspire, motivate, and facilitate in order to improve the productivity of the team
• Strong delegation skills and ability to break down complex tasks into actionable components, including managing dependencies with external stakeholder teams (e.g., Product, Sales).
• Basic understanding of CS & company financials
• Experience understanding business problems, products, processes and technical challenges and thrive on connecting technology with measurable business value for customers and the internal organization
• Expert knowledge of the enterprise healthcare SaaS and provider operations landscape, leveraging industry trends to guide customer executive strategy and long-term product adoption roadmaps.
• Ability to create and utilize reports and dashboards to manage team performance
• Experience delivering and supporting SaaS products is an advantage
• Customer Success Platform experience (e.g. Planhat, Gainsight) highly desired
• Background in Customer Success, Account Management, or Professional Services, preferably with Enterprise customers, is highly desired
• Bachelor degree or equivalent work experience
• 4+years of relevant experience for specific function being managed
• 2+ years of team leadership experience
• Ability to travel for customer meetings, conferences, and other industry events
• Applicants for this position must be authorized to work for any employer in the United States(U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

Nice To Haves

• Experience with Customer Success Platforms (i.e. PlanHat)
• Success Coaching CSSM Level 1-5 certifications
• Experience/exposure to Healthcare market and IT ecosystem

Responsibilities

• Ensure success and renewal of their team’s customer base
• Serves as the primary point of escalation on behalf of their team and its customers, exercising mature, independent judgment to resolve systemic issues and proactively mitigate risks that may span multiple internal functions or customer departments.
• Maintain a deep functional understanding of our solutions in order to educate customers and the CS team about the most relevant features/functionality/products driving increased ROI relative to customers’ specific business needs.
• Prepare and participate in customer EBRs and other strategic meetings, actively contributing strategic and functional insights
• Attend Key Account Reviews (KARs) on portfolio accounts and work with CSMs to develop a ‘Get Well’ plan for any known risks.
• Ensure best practices are established and followed for ongoing QGenda governance
• Independently champion, design, and lead function-level projects and cross-functional initiatives to optimize the customer journey, accelerate Net Revenue Retention (NRR) growth, and improve operational efficiency across CS and the larger CX organization
• Drive “Best Practices” and act as a thought leader, establishing formal recommendations for new solutions, policies, and procedures to be adopted by the wider CS organization.
• Ensures all team’s portfolio accounts are maximizing Net Revenue Retention
• Ensure compliance to team based KPIs and completion of job activities such as business reviews and other customer-facing/internal activities
• Responsible for team performance metrics and reporting, providing analytical insights and forecasting to Director-level leadership on portfolio health and operational trends.
• Responsible for team performance metrics and reporting
• Responsible for all HR aspects of employee management
• Provide continuous feedback to direct reports through regular coaching, employee development and annual performance reviews
• Perform comprehensive employee development planning to support growth of employees to achieve goals, objectives, and enable career development
• Voices feedback and concerns of team members to the leadership team, proactively identifying organizational development needs and proposing and executing on functional solutions

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager