Customer Success Manager at IMAIOS ensuring the successful onboarding and use of medical e - learning solutions for B2B clients in healthcare. Focused on relationship management and client satisfaction.
About the role
- Customer Success Manager ensuring long-term success and retention of partnerships at Meazure Learning. Managing 5-10 strategic accounts to enhance customer experience and satisfaction.
Responsibilities
- Drive customer success as the first point of contact for customers in named accounts.
- Serve as the primary liaison in sustaining exam volume within current partner accounts.
- Protect business with current partners to ensure they won’t be tempted to use a competitor.
- Manage anywhere between 5-10 Strategic and Enterprise accounts and a typical portfolio between $5-$10M in annual revenue.
- Represent Meazure Learning at conferences and meetings with accounts.
- Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
- Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
- Partner with Director, Customer Engagement on projects / programs; providing feedback and ideas for customer engagement.
- Drive customer engagement by promoting resources/programs/surveys etc.
- Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, Tableau expertise, and operational understanding of the client.
- Forecast volumes for the assigned book of business for a rolling twelve-month basis.
- Drive adoption across other segments within the account.
- Set and manage partner expectations.
- Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
- Prioritize and respond to inbound customer inquiries.
- Connect with customers to offer insight and provide additional resources, as needed (both proactive and reactive).
- Assist team members with day-to-day questions and connect with them in the event the manager is tied up in other meeting.
- Have extensive knowledge of all the services Meazure provides – OLP, Test delivery, Testing centers, etc.
- Assist with program timeline created and adherence for multi-service clients.
- Define possible client solutions and customer experiences and help clients envision future states and value propositions.
- Track and improve on churn rate and satisfaction scores in assigned accounts.
- Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities.
Requirements
- Approximately 2-3 years’ experience in a customer service role.
- Strong written and verbal communication skills required.
- Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
- Outstanding relationship and rapport building abilities.
- The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
- Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
- Strong execution focus and ability to develop solutions and strategies to further accelerate growth.
- Executive level interpersonal and problem-solving skills with the ability to successfully influence and quickly build credibility to maximize organizational growth and profitability.
- Ability to foresee, interpret and rapidly respond to market changes by adjusting strategies and realigning priorities accordingly.
- Ability to oversee multiple accounts at a time.
- Professional character that represents Meazure Learning’s brand and service standards well.
- Patient with and respectful of people and processes.
- Tries to understand the people and the data before making judgments and acting.
- Expresses sensitivity and empathy when appropriate.
- Skilled at troubleshooting with a logical, systematic approach.
- Willing to travel at least 20% to visit accounts.
Benefits
- Competitive Salary
- Exceptional Benefits: 401(k) plan with company matching & immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%)
- BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents
- Generous flexible time off approach
- Professional development
- Remote and hybrid first organization
- Great working environment with a team of exceptional people
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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