Description

he Customer Success Manager (CSM) will help to maintain high levels of satisfaction and engagement among customers to ensure they experience long-term success with PracticeSuite. This role will serve as a primary point of contact for an assigned portfolio of customers. This is an individual contributor role. The CSM will be technology-savvy, perpetually curious, consistently leading with empathy and results driven. Job duties include: Responsible for the management of a portfolio of customers with an overall goal to achieve high customer retention rates and prevent churn Proactively drive customer adoption and continuously look for opportunities to increase customer loyalty and revenue growth Recognize expansion opportunities and effectively communicate with the Sales department for closure Ensure that with every customer interaction you are working to deliver value, providing an excellent experience, and supporting the customer in attaining their desired outcomes Lead strategic, cross-functional initiatives such as customer journeys, voice of customer, and product feedback Maintain relationships with targeted customers through phone conversations and meetings, as well as tracking emails and other business conversations timely in the correct application/CRM tool Serve as the trusted advisor for customers, beginning at onboarding and extending through deployment Ensure overall customer satisfaction with PracticeSuite, including but not limited to support services and product functionality Ensure all customer issues are addressed timely and effectively by collaborating cross-functionality with many of the other PracticeSuite departments Other duties as assigned REQUIREMENTS 2+ years of customer success and/or account management at a US healthcare SaaS company required. Strong understanding of end-to-end medical practice workflow front office, clinical office and billing office. Knows various aspects of medical software used by the practice. Working knowledge of HubSpot and Zoho or other CRM tools would be a plus Experience in driving product value in a SaaS environment Strong communication skills, both verbal and written and including strong presentation skills Strong analytical and problem-solving skills Professionalism and confidence to work closely with, and advise, senior executives Excellent working knowledge of Excel pivot, vlookup and others. Analytical skills examine numbers, data and patterns to understand overall customer experience Self-driven professional that can operate with minimal supervision Natural flair for customer service, pleasant demeanor and excellent phone conversation skills. Empathetic listener who knows how to navigate through difficult conversations. Ability to articulate with genuineness to earn respect from customers to champion their cause internally

Role and Responsibilities

• 2+ years of customer success and/or account management at a US healthcare SaaS company required. Strong understanding of end-to-end medical practice workflow front office, clinical office and billing office. Knows various aspects of medical software used by the practice. Working knowledge of HubSpot and Zoho or other CRM tools would be a plus Experience in driving product value in a SaaS environment Strong communication skills, both verbal and written and including strong presentation skills Strong analytical and problem-solving skills Professionalism and confidence to work closely with, and advise, senior executives Excellent working knowledge of Excel pivot, vlookup and others. Analytical skills examine numbers, data and patterns to understand overall customer experience Self-driven professional that can operate with minimal supervision Natural flair for customer service, pleasant demeanor and excellent phone conversation skills. Empathetic listener who knows how to navigate through difficult conversations. Ability to articulate with genuineness to earn respect from customers to champion their cause internally Shift: Night Shift