Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) position is responsible for expanding and developing long-term partnerships with their portfolio of assigned partners by connecting with key business stakeholders. Responsibilities are to provide value added solutions to the existing platforms, which will include add on solutions/upgrades or new solutions. The CSM will also be the critical contact for resolving issues with our current platform and leveraging their great relationships to create a path to a solution. Day to day interaction can vary from store level pharmacy managers to chain Directors and or VP’s. The CSM will work with partner C-Suite and VP’s in providing value-based results with our existing solutions through quarterly business reviews and/or annual account reviews.

 

Responsibilities

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Enable successful roll-out of solutions, including collaboration with various internal resources including Operations, Training, Marketing and Product teams.
• Develop and maintain relationships with assigned accounts key business leaders
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for customers to act as advocates (e.g. testimonials, case studies)
• Develop and maintain relationships with senior level executives at assigned accounts to identify opportunities, develop alliances and ensure customer needs are met.
• Act as both the internal and external customer liaison, serving as the customer sponsor, including monitoring and supporting all activity through the appropriate part of our organization and escalating customer issues quickly if problems are not being addressed sufficiently
• Represent the voice of the customer to inform our value and product roadmap
• Conduct presentations, demonstrations, and corporate site visits.
• Work with internal teams (Sales Support, Marketing, Operations, IT, Finance, Technical Support) to assist in understanding and meeting customer requirements. Provide direction and coordinate activities to support customer needs. Research, develop and communicate corrective actions needed to resolve problems. Set appropriate expectations with internal teams. Negotiate timelines and ensure that all deadlines are achieved.
• Meets assigned goals for quota attainment, account strategy development, revenue retention and growth and reference ability in assigned accounts

Required Knowledge and Skills

• Experience working with large enterprise customers
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals

Basic Qualifications

• Associates Degree or 3+ years of relevant Omnicell experience.
• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
• Aptitude to learn, understand and communicate technical information and solutions.

Preferred Qualifications

• Bachelor’s Degree
• 5 years’ experience managing customer or account relationships in SaaS solutions
• 2 years’ experience as a business manager in a retail pharmacy, working with vendors providing communications and patient centric solutions.
• Support efforts to deliver projected revenue and identify potential sales opportunities to expand use of EnlivenHealth solutions.
• Basic Salesforce Knowledge
• Ability to interact with and positively influence a diverse group of individuals/departments.
• Identify new business opportunities and cultivate relationships to build trust and increase profit.
• Solid verbal, interpersonal and written communication skills with the ability to make management level presentations.
• Delivering and communicating ROI for our clients, throughout the customer lifecycle
• Demonstrated analytical, quantitative and problem-solving skills.
• Excellent proven organizational, time-management and multitasking skills.
• Ability to effectively prioritize, lead and manage multiple projects.
• Self-motivation, ability to work in teams and adapt to a fast paced and changing environment.

Work Conditions

• Remote (home office environment)
• Occasional Travel:15-20% travel
• Physical Requirements – Sitting, standing, walking, and using a keyboard.