Client Success Manager
The Client Success Manager (CSM) is responsible for driving the stickiness and adoption of solutions for existing and new customer accounts post sale. This position covers various tasks such as program oversight to ensure successful deployments and maintenance, product presentations, solution adoption, growing referenceable accounts and renewals. The CSM will be the operational focal point once the client is in production.
Long-term growth and profitability depend upon building insight, constant feedback, and continuous improvement at every stage of the customer journey. To do this, the CSM must build trusted relationships through regular presence, performance, and communication. This helps to drive customer adoption of Merge solutions, build continuous value for customers to achieve customer satisfaction and retention.
A CSM does not replace the GTM Account Executive but rather augments. It is vital for a CSM to not be seen as a seller – their focus must be on the customer’s experience to help build trust and value through operational success. However, the CSM has responsibility to help drive pipeline by timely identification of opportunities to achieve growth.
Essential Job Duties
CSMs are an important part of the Client Success organization fundedby supportrevenueand are assigned to large and/orstrategic customersas afocal point to co-ordinate the many operational activities that they are engaged in with our company. Thecoreoperationalresponsibilities include:
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Build and sustainoperational relationships with x-functional internal stakeholders advocating for customer commitments.
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Ensure ongoing operational communication with customers to includefacilitatingmultiple client communications day to day and in most cases cadence that are weekly operational updates, and monthly or quarterly management reviews.
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Monitor andassistthecustomer with escalations. Issues couldbe related to any type ofrequest orconcern related to product, support, invoicing, license reconciliation, training,as examples,from our organization.
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Coordination of user group meetings and user conferences
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Secure resources for customer activity and project managedeliverables.
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Documentkeycustomer statusinformationinSalesForceand/orAltifyto provide organizational visibility.
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Timely updateofcustomersolutionprofilesto include relevant data including 3rdparty applications in use, site affiliations, etc.
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Ensureannualreconciliation of license usage, over-subscription, andidentifyto seller as an upsell/x-sell opportunity.
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Identifypotential opportunities for sales and handoff.
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CSMs are measured by success metrics for assigned accounts (retention/support renewal, client satisfaction, revenuegrowth).
- 96% client retention
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Leadsidentifiedsolely by the CSM that turn intosales.
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Growth of revenue via identification of opportunities
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Increase customer engagement within Advocacy programs by 30%
RequiredKnowledge & Experience:
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5+ years of experienceoperatinginenterprise levelcustomer-facing organizationsinhealthcare
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Strong interpersonal skills anddemonstratedability to build trust.
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Strong empathy for customersandpassionfor meeting company revenue and contribution margin targets
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Clearverbal and writtencommunication andstrongpresentation skills
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Enthusiastic and creative leader with the ability to inspire customers and theorganization; coupled with the ability to influence at all levels.
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Highly organized and have experience working with teams in a matrix environment (internally and at a customer level) to achieveobjectives.
PreferredKnowledge & Experience
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Healthcare industry technical knowledge such as IT networking, internet technologies, and application deployments would be an asset.
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Ideally combined background of post-sale and project management experience
Education Requirements
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Bachelor’s degree in business or computer scienceorRelevant business experien