Customer Success Manager supporting public sector organizations in maximizing product value at Euna Solutions. Building relationships, driving growth, and enhancing customer success through strategic initiatives.
About the role
- Customer Success Manager ensuring engagement and satisfaction of clients using behavioral health software solutions. Responsible for customer retention, satisfaction, and collaboration across departments.
Responsibilities
- Own the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics.
- Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts.
- Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons.
- Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up.
- Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs.
- Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers.
- Execute to successful completion of departmental KPI’s, metrics, etc.
Requirements
- Bachelor’s degree in related area preferred (experience in lieu of degree)
- 2 years’ experience in customer-facing roles in health care or SaaS
- Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts
- Experience in the behavioral health industry, preferred
- Experience working with CSM applications, preferred
- Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred
- Demonstrated leadership abilities and achievement orientation
- Highly self-motivated and directed
- Superior attention to detail
- Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing.
- Group presentation skills, preferred.
- Ability to communicate professionally with all levels of management and happy/unhappy customers.
Benefits
- Qualifacts is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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