What are the responsibilities and job description for the Customer Success Manager position at University of Maryland Medical System?
Job Requirements
This role with the iHarbor Innovation Center team will work to promote and facilitate the adoption of its product portfolio within the University of Maryland Medical System (UMMS) and its affiliates as well as external clients and customers. This role will interface directly with customers to understand their needs; articulate value of implemented products, solutions, and services for end users, assist with implementation as needed, and advise clients on how to maximize value of product. This role will provide strategic account management to promote successful outcomes for customers utilizing iHarbor products.
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.
This role with the iHarbor Innovation Center team will work to promote and facilitate the adoption of its product portfolio within the University of Maryland Medical System (UMMS) and its affiliates as well as external clients and customers. This role will interface directly with customers to understand their needs; articulate value of implemented products, solutions, and services for end users, assist with implementation as needed, and advise clients on how to maximize value of product. This role will provide strategic account management to promote successful outcomes for customers utilizing iHarbor products.
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.
- Understand the unique operational needs of each customer, promote the products, and understand workflow, operations, and performance.
- Collaborate with product managers, implementation specialists, and product marketing to ensure that the product contributes to the success of the customer.
- Assist with customer implementations and serve as an advisory capacity for internal and customer teams.
- Establish and maintain strong associations with key customer contacts, identify Key Opinion Leaders and work closely with them and C-Suite leaders to understand and deliver on their needs.
- Monitor customer and product experience, and operational outcomes and ensure that the product is working well at customer sites.
- Provide customer feedback to refine the vision and strategy and educate inbound product managers and developers on detailed feature ideas to the product roadmap.
- Serve as voice of customer, collate customer feedback and present regularly to internal teams.
- Support the marketing department as a subject matter expert, providing them with case studies, customer videos, etc. to promote existing customer success and foster closing of sales deals as needed.
- Perform onsite visits with customers and gather information to support ongoing success for that customer.
- Spearhead post-implementation follow-up to customers and monitor the health of customer relationship and product adoption, identify any gaps and work with customer to improve performance indicators.
- Conduct regular monitoring of customer success metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS). Prepare presentations for internal and customer stakeholders, conduct business reviews with customers.
- Serve as a resource to the sales team for online/onsite demonstrations of the product.
- Participate in product development meetings to inform and comprehend new functionalities.
- Partner with Strategy and Product teams to identify expansion opportunities. Lead renewal processes for existing customers by closely monitoring signs of churn and proactively problem-solving to retain customers.
- Promote value through exceptional customer service skills.
- Perform all other duties as assigned.
- Bachelor’s degree.
- 10 years of experience in the healthcare field, system engineering, process improvement, or digital transformation.
- 5 years of experience with product implementation, customer support, healthcare technology, software, consulting, or medical device companies.
- Ability to work both independently with minimal supervision and as a team player.
- Possess the ability to assimilate information (especially product information) quickly and accurately.
- Proficient in a client or customer-facing role, possess service orientation with a focus on customer satisfaction, success, and retention
- Be a problem-solver and an action-oriented person who is willing to go an extra mile to solve problems and ensure successful product deployments/implementations.
- Able to communicate effectively both verbally and in writing to internal and external clients. Explain technical elements or information about the product in clear and simple terms to the customer.
- Ability to prepare for and lead effective meetings, present data and insights, and create project plans to achieve goals.
- Multi-tasking and time-management skills; detail oriented with the ability to prioritize tasks.
- Excellent problem solving, creative thinking, communication, and presentation skills.
- Knowledge and respect for policies, procedures, and practices related to intellectual property.
- Ability to establish priorities, meet deadlines, and carry multiple, complex, extended projects through to completion.
- Microsoft Office master required. Preferred candidates will have experience utilizing CRM tools, workflow diagramming tools, and project management tools.
- Ability to travel up to 50% locally, and up to 25% nationally to provide client support both virtually and onsite.