Customer Success Manager defining successful adoption and guiding customers at Pontosense. Collaborating with Sales, Product, and Operations to enhance customer experience.
About the role
- Customer Success Specialist joining a healthcare tech company to support clients in emergency medical care. Responsible for client contact, troubleshooting, and internal collaboration.
Responsibilities
- Maintain regular contact with clients through check-ins, reviews, and support according to expected KPI’s.
- Document all interactions, troubleshooting steps, and resolutions in Handtevy’s ticketing system (Freshdesk).
- Guide customers through the features of products, providing step-by-step assistance to ensure they can maximize the value of the tools and services.
- Work closely with other departments such as IT, Customer Support, and Clinical to ensure a seamless customer experience.
- Stay up-to-date with the company’s product updates, new releases, and emerging technologies to provide accurate and informed support.
- Monitor client health and proactively address risks to engagement or retention.
- Develop tailored success plans for each customer, aligning with their goals and KPIs.
- Identify opportunities for account expansion and communicate value to support renewals or additional Handtevy products.
- Serve as a customer advocate internally by sharing insights with appropriate team members.
- Serve as a point of contact for customer inquiries addressing both technical and general inquiries through phone and email in a prompt and professional manner.
- Maintain detailed records of customer interactions and support activities in Freshdesk, Salesforce and other success platforms.
Requirements
- Bachelor’s Degree preferred
- Knowledge of (prior use preferred) of; Google Suite (Gmail, Google Sheets, Google Docs), Salesforce
- Self-motivated with a desire to achieve results
- Professional demeanor and exceptional phone presence
- Aptitude to learn quickly, apply your learning and grow professionally
- Active listener and articulate communicator
- Ability to understand customer needs and respond with empathy and patience.
- Highly organized with excellent time management skills
- Written communication skills
Benefits
- Annual Bonus
- 401(k)
- 401(k) matching
- Competitive salary
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Wellness resources
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Customer Success Manager helping customers successfully integrate Pontosense technology into their operations. Guiding adoption and collaborating with Sales, Product, and Operations teams.
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