Customer Success Specialist at GeoVictoria ensuring effective platform use and customer satisfaction. Engaging clients in Santiago, Chile to foster relationships and promote growth.
About the role
- Customer Success Manager overseeing strategic accounts at Rhapsody. Responsible for customer retention and satisfaction in healthcare IT.
Responsibilities
- Proactively identify and address customer needs and pain points ensuring successful adoption and utilization of Rhapsody products.
- Meet with customers as requested to establish a communication channel and build relationships.
- Track and manage customer responses (300–350 accounts) from quarterly outreach, scheduling follow-up calls and ensuring timely engagement.
- Create agendas and capture detailed meeting notes for each formal customer interaction.
- Contribute to and monitor customer health scores while proactively identifying problematic customers that require attention.
- Capture usage metrics of the product along with business use case during customer discussions.
- Monitor customer interactions and feedback results: this includes customer support tickets, CSAT submissions, NPS scores and KLAS surveys.
- Partner with Product Management to deliver updates on product advancements and product roadmaps.
- Proactively manage customer renewal processes, ensuring timely and efficient renewal negotiations in partnership with the Finance and Commercial Team.
- Develop monthly plan of upcoming renewals 120-days prior to term of renewal date.
- Identify upsell and cross-sell opportunities to increase customer value and revenue.
- Serve as a customer advocate, providing feedback to Product Management and Engineering to help improve the Rhapsody Suite of products.
- Identify opportunities with the Marketing Team for customer testimonials, speaking engagements, references and case studies.
Requirements
- Bachelor’s Degree or equivalent preferred
- 5+ years of experience in a Healthcare IT and/or Customer Success Management/Account Management related role in technology
- Knowledge of the healthcare IT market in the U.S. is preferred
- Salesforce experience is preferred
- Embrace AI-enhanced workflows: Leverage AI tools (e.g., ChatGPT, GitHub Copilot) to increase efficiency, improve decision-making, and continuously explore new ways to augment your work with emerging technologies.
- Proven track record of successfully managing transactional accounts renewals and upsell opportunities.
- Highly motivated with a winning attitude, thrives in a team environment.
- Proven problem solving and analytical skills to interpret performance and customer feedback.
- Ability to effectively manage time and prioritize responsibilities according to business requirements.
- Experience in developing relationships both with customer and internal teams.
- Excel in a fast-paced environment with the ability to multitask and follow up with multiple customers each day.
- Superior communication skills with the ability to speak, write, and present clearly and effectively.
- Open to flexible work hours. You may need to manage customers outside of your time zone.
Benefits
- Comprehensive benefits package on day 1 (medical, dental, vision, life, disability)
- 401k with a generous company match
- Unlimited PTO, sick time & volunteer days
- An innovative, inclusive, and fun work environment
- Continuous learning and development opportunities
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