Client Success Manager

The Client Success Manager (CSM) is responsible for driving the stickiness and adoption of solutions for existing and new customer accounts post sale. This position covers various tasks such as program oversight to ensure successful deployments and maintenance, product presentations, solution adoption, growing referenceable accounts and renewals.  The CSM will be the operational focal point once the client is in production. Long-term growth and profitability depend upon building insight, constant feedback, and continuous improvement at every stage of the customer journey.  To do this, the CSM must build trusted relationships through regular presence, performance, and communication.  This helps to drive customer adoption of Merge solutions, build continuous value for customers to achieve customer satisfaction and retention. A CSM does not replace the GTM Account Executive but rather augments. It is vital for a CSM to not be seen as a seller – their focus must be on the customer’s experience to help build trust and value through operational success. However, the CSM has responsibility to help drive pipeline by timely identification of opportunities to achieve growth. Essential Job Duties   CSMs are an important part of the Client Success organization funded   by support   revenue   and are assigned to l arge and /or   strategic customers   as a   focal point to co-ordinate the many operational activities that they are engaged in with our company .    T he   core   operational   responsibilities include :   B uild and sustain   operational relationships with x-functional internal stakeholders advocating for customer commitments.    Ensure o ngoing operational communication with customers to include   facilitating   multiple client communications day to day and in most cases cadence that are weekly operational updates, and monthly or quarterly management reviews.   Monitor and   assist   the   customer with escalations .    Issues could   be related to any type of   request or   concern related to product, support, invoicing, license reconciliation, training,   as examples,   from our organization.    Coordination of user group meetings and user conferences   Secure resources for customer activity and project manage   deliverables.   Document   key   customer status   information   in   SalesForce   and/or   Altify   to provide organizational visibility .     Timely u pdate   of   customer   solution   profile s   to include relevant data including 3 rd   party applications in use , site affiliations, etc.   Ensure   annual   reconciliation of license usage, over-subscription, and   identify   to seller as an upsell/x - sell opportunity.   Identify   potential opportunities for sales and hand   off.     CSMs are measured by success metrics for assigned accounts (retention/support renewal, client satisfaction , revenue   growth) .   9 6 % client retention   Leads   identified   solely by the CSM that turn into   sales.   Growth of revenue via identification of opportunities   Increase customer engagement within Advocacy programs by 30%     Required   Knowledge & Experience :   5 + years of experienc e   operating   in   enterprise level   customer-facing organizations   in   healthcare   Strong interpersonal skills and   demonstrated   ability to build trust.    Strong empathy for customers   and   passion   for meeting company revenue and contribution margin targets   Clear   verbal and written   communication and   strong   presentation skills      Enthusiastic and creative leader with the ability to inspire customers and the   organization ; coupled with the ability to influence at all levels.   Highly organized and have experience working with teams in a matrix environment (internally and at a customer level) to achieve   objectives .     Preferred   Knowledge & Experience     Healthcare industry technical