Sr. Customer Success Manager (Contract-To-Hire) Healthcare Analytics Platform

POSITION SUMMARY:

Healthcare Analytics platform startup seeks Customer Success Manager insuring successful product adoption. The CSM is responsible for the overall customer journey and will be impactful in the launching of the Customer Success Program and various processes. The role will involve a combination of interacting with customers on a 1-on-1 basis and evangelizing the product and new digital service offerings.

The CSM drives the interactions with the customer alongside the Business Development and Product team, the position ensures proper timelines and deliverables for metrics established for the initial 90-day rollout period, this includes the Customer Success project plan to achieve key initiatives and desired business outcomes in alignment with client expectations. The CSM owns strategic planning for the customer journey to ensure proper implementations and full-scale adoption plans for maximum value add. The Customer Success Manager oversees the management of critical risks, facilitates reviews for plan modification and deliverance of reliable metrics and indicators.

DAY-TO-DAY RESPONSIBILTIIES:

• Orchestrates 90-day plan as a true consultant for mid to large-size organizations, meeting with key stakeholders post implementation monitoring customer readiness and the customer success plan.
• Acts as a vehicle for the customer to access transformative services with a success playbook formulated by data-driven and business intelligence insights.
• Establishes a direct customer relationship as the ultimate technical point of contact to ensure successful goals are met along with retention, etc.
• Works as the bridge between technical marketing and the customer.
• Architects' delivery plan for customer success acquisition throughout the entire lifecycle.
• Offers superior customer service including proactive availability and responsiveness including factoring in every touch point.
• Marketing campaign tracking alongside executive team to identify/resolve all issues that could impact satisfaction

JOB REQUIREMENTS:

• Experience heavily impacting an organizations Customer Success program from inception to delivery throughout the entire lifecycle.
• 7+ years of experience in a Customer Success position with a proven track record of actionable insights and proven customer retention and strategic execution metrics and established goals and objectives
• Excellent customer-facing experience in front of executive team members and various members stakeholders across the organization.
• Highly proficient in digital marketing, automation and CMS strategies including business intelligence analytics.

COMPENSATION:

3 Month Contract-To-Hire

Hourly Rate: $60-80/HR w2 (Contract)

Upon conversion: Base Salary: $100K to 140K + 10% Bonus + Benefits.

(Please note that compensation package and hourly rate range depends on experience) ***