Description

The Customer Success Department Manager is responsible for implementing the vision and strategic plan for the Customer Success Department, focusing on driving service/product adoption, leading a positive customer experience, and spearheading growth through gross renewals and net retention improvements. This manager oversees a team of Customer Success Account Managers, whose role is to manage the relations with their client base to ensure continued growth and retention, resulting in ever-increasing values, maturity, and outcomes for the organization.

Relationship management in a clinical setting is the practice of acting as an ambassador for the organization and the voice of the customer for the organization’s internal departments. This manager will lead the Customer Success team to provide customers with support, guidance, and knowledge resources that will facilitate the achievement of their business objectives through the utilization of the organization’s products and services. They will implement data collection and feedback mechanisms to identify and understand customer needs, assess customer health, and aid in the development of programs and policies building team capabilities and capacity. Additionally, the Customer Success Manager establishes collaborative relationships with business development, operations, and other customer-facing functions.

1. Implement and review facility audits and client assessments per Lifescan Labs of Illinois, policies

2. Ensure that annual survey visits are completed, tracking outcomes by facility

3. Complete facility visits on a rotation schedule providing high-priority follow-up

4. Ensure account manager visits are completed, monitored, tracked, and documented

5. Review facility QAPI meeting documentation and ensure account manager attendance is aligned with the customers’ expectations.

6. Review skills fair completion, ensuring that identified outcomes are met

7. Coordinate with the training department to develop skills fair curriculum that supports client education on new services, updated testing menus, and general policy and procedure adherence

8. Support referral-based growth, expansion, and post-sale upselling through the leadership of the account management team

9. Track client turnover, holding individual account managers accountable for targeted outcomes

10. Write a monthly newsletter that provides value to the customer

11. Track facility team introductions – ensure each facility knows their service team

12. Distribute monthly newsletter to clients

13. Stay up to date on industry trends

14. Ensure that weekly client communication is in place and that it is tracked – Facility-level touch points

15. Ensure that each client receives a summary of services sent to each facility – ownership group monthly

16. Ensure that all documentation per Lifescan Labs of Illinois, policies, and procedures is maintained

17. Implement and maintain internal policies that hold clients and Lifescan Labs of Illinois, internal departments accountable to the terms of the service level agreements.

18. Review internal documentation and facilitate communication on service-level agreements to ensure cross-departmental alignment.

19. Ensure maintenance of client information, updating, and reviews

20. Ensure client onboarding is completed in adherence to Lifescan Labs of Illinois, processes, and procedures

21. Coordinate with the Revenue Cycle Department to ensure that all service level agreement accounts stay current

22. Establish and monitor established KPI’s by facility, ensuring delivery of targeted outcomes

23. Hold managers accountable for accounts receivable monitoring and follow-up

24. Ensure that biweekly meetings with Field Operations Manager/CCRD Sr. Manager are completed and that the account manager present informed updates by facility/client group

25. Facilitate introductions as needed

26. Lead the client onboarding process ensuring alignment between all stakeholders

27. Ensure that all client grievances are logged via the organization's ticketing system – review, monitor, and track trends implementing corrections as needed

28. Review customer communication from account managers to ensure quality measures are in place – POC’s/QAPI/Notes

29. Assist account managers with root cause analysis for regional-level concerns

30. Ensure that account managers coordinate with key stakeholders to ensure prompt resolution

31. Lead cross-departmental plan of correction reviews – ensuring that established timelines, monitoring, and completions are met

32. Review Resolution team communication – ensure that quality client satisfaction is delivered

33. Stay up to date on service segment industry news and education

34. Monthly training completed as assigned – Media Labs

35. Maintains excellent attendance to ensure responsibilities are met. The position requires occasional late-night or weekend hours to handle emergencies or unusual situations.

36. Must be flexible with schedule changes and hours. The position requires occasional late-night or weekend hours to handle emergencies or unusual situations.

Requirements

Degree level*/Area: High school diploma or equivalent and five years of experience preferred, or any equivalent experience and training that provides the required knowledge, skills, and abilities.

Certificates: A business or nursing degree from an accredited institution is preferred

Licenses: Valid driver's license

The Customer Success Department Manager must possess the following:

. Other: