Customer Success Manager

The Customer Success Manager (CSM) is an essential person within the EMS team to promote customer confidence and manage the customer relationship. The CSM I will drive the successful use of our products through customer training and will be the customer champion. One essential function will be short-term onsite assignments providing end-user training and best-practice support.

JOB SPECIFIC STANDARDS

Essential Functions

• Become an expert in the features, benefits and application of EMS products
• Deliver strategic customer On-Boarding and ensure high value product utilization
• Ensure customer success through product training and best practices webinars
• Conduct post-training sessions with client remotely or on-site to facilitate a smooth transition from training to first use. Always plan and be at client site for the first planned session at client site to ensure it is a success.
• Curious and focused approach to understand your client's industry, their business and how similar customers have been most successful. Articulate a compelling narrative for how your clients can be successful
• Act as the internal customer advocate to ensure we are doing everything possible to help the customer meet their success criteria
• Look for opportunities to offer additional services or functionalities to further enhance the user experience, partner with EMS Regional Sales Managers to drive identified upsell opportunities.
• Inform client of product feature enhancements and train them how to use any new functionality
• Continuously demonstrate and communicate our value and ROI to client
• Gather feedback from the customer and share with the Product team to drive new features
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations
• Provide expert-level support via phone, email or webinars
• Identify at risk accounts
• Identify customer references and case studies
• Contact 100% of assigned customers quarterly; visit your customers annually
• Work with administration to secure maintenance & support renewals in a timely manner
• Participate in routine customer business review meetings
• Document training and customer visit outcomes
• Exercise client confidentiality
• Project a favorable image of the company to promote its objectives and goals and enhance client relationships
• Perform other duties as required

Secondary Responsibilities

• Work with the Project Manager to clearly understand end user requirements and scope of client site project to develop an appropriate education plan that will accurately reflect the use of the solution
• Plan, develop, and provide training using knowledge of the effectiveness of methods such as classroom, demonstration and hands-on training for internal and external customers
• Use active training techniques to engage attendees and maximize knowledge and skill retention
• Provide the client with instruction and support to adapt current, established workflows to the EMS solution
• Select or develop teaching aids, such as handbooks, demonstration models, visual aids, and tutorials
• Conduct remote, pre-training software testing as required
• Trouble shoot technical issues at client sites
• Assist with software release and version testing

SKILLS AND ABILITIES:

• A strong passion for the customer's success!
• Ability to analyze and manage your accounts on an ongoing basis, conduct discovery calls, problem solving and emerging needs identification and formulate detailed customer specific success plans
• Must be able to perform and convey beginning to complex level software applications instruction
• Ability analyze training needs and use a variety of learning/training concepts and principles along with knowledge of adult learning
• Ability to motivate learners and establish credibility
• Requires excellent one-on-one and group presentation and facilitation skills
• Strong technical, analytical, troubleshooting and systematic problem solving skills
• Computer competence and the ability to use media effectively
• Strong organizational skills are required, ability to manage multiple simultaneous projects
• Ability to meet deadlines with minimal supervision
• Ability to communicate and work together with staff within this and other departments to solve problems– a TEAM PLAYER
• Must willing to travel up to 75% within the US, Canada and abroad

EDUCATION AND EXPERIENCE:

• College degree required
• Minimum 2 years of software training experience
• Account management or relationship-selling experience in software or related vertical
• Dedication to customer service excellence
• Client Service experience in the software industry supporting complex software products
• Experience with hardware trouble shooting a plus

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PHYSICAL CAPABILITIES:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• While performing the duties of this job, the employee is frequently is required to sit and talk and hear. The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus

ENVIRONMENTAL CONDITIONS:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate