Customer Success Account Manager

Help customers reach their goals with our products and personalized service.

• Establish and maintain relationships with customers to help them achieve their goals.
• Knowledge of client’s domain to give contextual solutions to the client’s problems.
• Collaboratively define critical success factors at product go live or upgrade. Consultatively delineate metrics for success, identifying potential barriers to success, making recommendations and connecting all to return on investment.
• Exercise strong clinical and hospital workflow acumen and partner with hospital leaders to create plans to achieve their goals using data-based evidence.
• Own overall relationship with assigned healthcare customers – increasing product adoption, ensuring retention, happiness, and product optimization.
• Understand and survey customer needs and deal with their requirements to help them succeed.
• Look for opportunities to grow and improve client’s bussiness.
• Generate customer success stories, white papers, posters, ambassadors and reference account activity and loyalty.
• See holistically and comprehensively how the product is adding value to the customer’s business and personalize solutions for each client.
• In-depth knowledge of the product: responsible for the customer’s education, product adoption, and solution of technical issues.
• Enhance the customer experience towards a better usage of the product.
• Help clients achieve success through the product and improve user satisfaction.
• Develop new procedures and processes for improving support flows and customer support responsiveness
• Regularly consult with sales, product and engineering teams on process improvements and areas of concern
• Ability to work in a technically dominated environment: controls, engineering, and contracting trades; ability to absorb and commit technical information to knowledge quickly.