Customer Success Manager Position Available In Middlesex, Massachusetts

Customer Success Manager
Artificial Intelligence
12648
212 Elm Street 4th Floor, Somerville, Massachusetts, US, 02143
Full-Time
Remote
USD $120,000.00/Yr.
USD $160,000.00/Yr.
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Job Description Job Summary A Customer Success Manager (CSM) is responsible for ensuring customers achieve success and satisfaction with products and services. The CSM provides a voice, support, guidance, and knowledge resources to help customers achieve their business objectives and improve patient care through effective use of our products and services. Our CSMs create and implement customer strategies that work, resulting in high customer satisfaction and retention. The CSM should have extensive product knowledge, problem-solving skills, and the ability to develop trusted relationships. The CSM is also responsible for actingas a liaison between the customer and internal teams, advocating for the customer while driving continuous improvement in our offerings.

Essential Duties and Responsibilities Relationship Management:

Build and maintain strong relationships with key stakeholders within customer organizations.
Regularly engage with customers to understand their challenges, goals, and ensure satisfaction.
Presents solutions that meet customer objectives
Provides prospect/client guidance through short- and long-term strategic planning; continuously being mindful of where we may make a contribution to the client’s long-term business success.

Product Expertise:

Develop a deep understanding of the company’s product/service offerings. Use this expertise to provide guidance, best practices, and recommendations to customers.

Customer Advocacy:

Act as the voice of the customer within the company. Advocate for customer needs, communicate feedback to relevant internal teams, and work towards solutions that address customer concerns.

Retention and Growth:

Proactively identify opportunities for upselling or cross-selling based on the customer’s needs and usage patterns. Aim to increase customer retention and expansion of services. Identifies at-risk client relationships and leads the team to correcting any identified issues.

Issue Resolution:

Address customer concerns and issues effectively and efficiently. Coordinate with internal teams to provide timely resolutions.

Data Analysis:

Utilize customer data, product adoption data, lifecycle stage and feedback to derive insights, identify trends, and suggest improvements to enhance customer experience.
Manages and documents Quarterly Business Review process and scheduled meetings with customers. Serve as a communication interface between the client, the sales team, services teams, and any other internal division involved with the accounts under your responsibility.

PLEASE NOTE

This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned, and management retains the right to add or change duties at any time. Minimum Qualifications, Education and Experience 2+ years of experience in a CSM role, especially in an MSP environment, technology, or a health care setting.
Bachelor’s degree in Healthcare, Business Administration, and/or Marketing and/or a related field medical/pharma/science field (or equivalent level of practical technical experience in radiology)
Proven experience in a customer-facing role, preferably in Customer Success, Account Management, or Sales.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a customer-centric approach.
Proficiency in CRM and/or CSM software and data analysis tools.
Ability to multitask, prioritize, and manage time effectively.
A minimum of 3 years working experience as a radiographer/application specialist/MRI
Specialist or mammographer within a clinical setting.
Strong relationship-building skills.
Strong attention to detail.
Ability to work independently (home office) and as a team player.
Proven ability to build and maintain influential customer relationships.
Superb verbal and written presentation and communication skills.

Teamwork:

Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.

Time Management:

Plans how to achieve key priorities weekly; Reviews results of time plans weekly; Schedules time realistically; Achieves key priorities daily; Balances personal and professional objectives.
Ability to travel national incidentally internationally

Preferred Qualifications:

Experience in Healthcare and/or Healthcare IT.
Understanding of radiology workflow.
Familiarity with Salesforce CRM, Google Suite, Microsoft Suite, Healthcare Applications/Products. Physical Demands This position often requires sitting for long periods of time, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office equipment including copiers, scanners and computer software. Working Environment Representatives work remotely with the need to travel domestically or internationally 25-50%.

ACCOMMODATIONS

Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. We are a Equal Employment Opportunity employer. Our policy is to provide equal employment opportunities to all applicants and employees without regard to race, religion, creed, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age, military and/or veteran status or any other basis protected by applicable law. If you need a reasonable accommodation for any part of the employment process (including the application, any testing, or interview process), please contact us by email at Talent Acquisition Department and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. We encourage all qualified individuals to apply for employment. We consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles’ Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, California Fair Chance Act, and the New York City Fair Chance Act, where applicable. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, location, and training. Any listed pay scale is not a guarantee of a particular wage.