Customer Success Operations Manager
Posted on 4/4/2024
INACTIVE
Nextech Systems

201-500 employees

Specialty-focused healthcare technology solutions provider
Company Overview
Nextech Systems stands out as a leading provider of specialty-focused technology solutions, offering a comprehensive suite of services including ONC-certified electronic medical records, practice management, revenue management, and patient engagement software. The company's commitment to personalized service is evident in its consultative approach and the implementation of solutions tailored to the unique workflows of individual providers, ensuring increased efficiency across clinical, administrative, financial, and marketing functions. With a client base of over 9,000 providers and 50,000 office staff members, Nextech is recognized as the top single solution provider for ophthalmology, plastic surgery, and dermatology, demonstrating its industry leadership and competitive advantage.

Company Stage

N/A

Total Funding

N/A

Founded

1997

Headquarters

Tampa, Florida

Growth & Insights
Headcount

6 month growth

7%

1 year growth

16%

2 year growth

21%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
Salesforce
Customer Service
CategoriesNew
Customer Success & Support
Customer Success
Operations & Logistics
Quality Control & Compliance
Sales & Account Management
Customer Success Management
Requirements
  • Bachelor's degree in Business, Computer Science, or a related field.
  • At least 5 years of experience in Customer Success operations, preferably in a SaaS environment.
  • Minimum of 3 years of experience in managing Customer Success platforms, notably Salesforce and CS platforms (Gainsight/Churnzero).
  • Strong Salesforce skills are essential; Gainsight/Churnzero experience is highly preferred.
  • Demonstrated ability to implement best practices in Customer Success operations.
  • Proven experience in interfacing with cross-functional teams and leadership.
  • Excellent leadership, communication, and presentation skills.
  • Ability to translate multiple stakeholder requirements into clear, actionable plans
Responsibilities
  • Lead the implementation of best practices in Customer Success operations, focusing on maximizing efficiency and effectiveness in customer engagement and retention.
  • Drive process improvements, change management, and operational excellence within the Customer Success team.
  • Ensure high data accuracy in Salesforce for customer information, interaction tracking, and success metrics.
  • Manage and optimize the use of Salesforce and other CS platforms, handling support requests and advanced administrative needs.
  • Proficiency in using key performance indicators (KPIs) and metrics to measure and improve customer service performance.
  • Strategically manage and enhance the Net Promoter Score (NPS) program, leveraging insights to drive improvements in customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to implement action plans based on NPS feedback, ensuring continuous enhancement of the customer experience.
  • Collaborate with cross-functional teams to develop streamlined workflow processes and standards for Customer Success.
  • Stay updated with the latest developments in Salesforce, advising on and implementing new features and best practices.
  • Handle complex data management tasks and oversee the management of Sandbox and release processes in the CS platforms.
  • Lead change management initiatives, ensuring clear communication and training for stakeholders.
  • Evaluate business and technical requirements, addressing security risks and proposing solutions.
  • Develop and maintain training materials for end-users, conducting training sessions as needed.
  • Provide critical support and resolution for application issues impacting Customer Success.