Purpose

As a Customer Service Manager you will partner with a Sales Executive to ensure the success and satisfaction of your assigned customers. You will be responsible for managing and nurturing our customers throughout their lifecycle. Your primary focus will be on conducting health checks, driving renewals, fostering up-sell and cross-sell opportunities, implementing automated plays, handling escalations, mitigating churn, developing success plans, and driving advocacy initiatives.This team lives and breathers our team value “customer obsessed”.

Responsibilities

• Success Plans: Collaborate with customers to develop and implement customized success plans, aligning business objectives with our products or services, and tracking progress towards achieving their desired outcomes.
• Collaborate with end users to ensure the system meets the organization’s business needs.
• Health Checks: Proactively conduct regular health checks on assigned accounts to assess customer satisfaction, identify potential issues, and recommend appropriate solutions.
• Advocacy Management: Cultivate strong relationships with customers, nurturing them into advocates for our company, products or services through community engagement, case studies, testimonials, referrals and participation in advocacy programs.
• Automated Plays: Develop and execute automated customer engagement campaigns, leveraging digital tools and platforms, to drive customer adoption, usage and satisfaction.
• Renewals and Expansion: Collaborate with the Sales team to ensure timely and successful renewals of customer contracts, ensuring maximum customer retention.
• Up-sell and Cross-sell: Identify opportunities for up-selling and cross-selling additional products or services based on customer needs and business goals, in collaboration with the Sales team.
• Escalation Management: Act as a point of escalation for customer issues, working closely with internal teams to resolve challenges promptly and effectively, ensuring customer satisfaction and retention.
• Churn Management: Proactively identify potential churn risks and develop strategies to mitigate them, engaging customers with targeted retention initiatives to ensure long-term customer success.

Competencies

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; Gets first-hand customer information and uses it for improvements in products and services (i.e. financial planning, reporting and strategy); Acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect.

Peer Relationships 

Can quickly find common ground and solve problems for the good of all; Can represent his/her own interests and yet be fair to other groups; Can solve problems with peers with a minimum of noise; Is seen as a team player and is cooperative; Easily gains trust and support of peers; Encourages collaboration; Can be candid with peers.

Problem Solving 

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. 

Business Acumen 

Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Experience & Qualifications

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• Proven experience as a Customer Success Manager, Account Manager, or similar role, preferably in the mid-market or SMB segment
• Strong understanding of customer success principles and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence at all organizational levels.
• Demonstrated ability to manage customer accounts simultaneously prioritizing tasks and meeting deadlines.
• Analytical mindset with the ability to interpret data and metrics to drive customer success initiatives.
• Experience with customer success tools and platforms is a plus.
• Self-motivated, proactive, and results-oriented individual with a passion for customer satisfaction and business growth.
• Medical industry experience preferable in radiology, mammography.
• Proof of COVID 19 vaccination required, except in limited circumstances where a legally recognized medical or religious exemption may be able to be accommodated.
• Must be willing to travel up to twenty five percent (25%) of the time. Position is remote.
• Medical industry experience preferable in radiology, mammography.

Compensation & Benefits

Salary range: $75,000 - $90,000 per year, plus participation in an STI plan based on team and/or institutional goals. Benefits include the option to participate in medical, dental, vision, life and disability insurances; a 401K plan with a company match; and generous paid time off.