Customer Success Manager

Remote /
Operations – Operations /
Full-Time
As Customer Success Manager (CSM), you will be responsible for building a team to address all inbound inquiries, manage test orders, and enhance the end-to-end experience for our customers. You will act as a partner to our field teams to educate and advocate for our customers to drive new functionality and process improvements. 

The CSM will work cross-functionally to discover and implement projects centered around optimization to ensure a positive experience and continued success of our customers. The CSM  will have a deep understanding of the needs and challenges of our accounts and work with internal stakeholders to pre-empt any issues.

Key Responsibilities

    • Manage the customer success department’s day-to-day functions, centered around serving as the day-to-day contact for accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
    • Formulate, revise and implement customer success policies to improve team efficiency and enhance the customer experience. 
    • Develop and ensure adherence to Standard Operating Procedures (SOP’s) pertaining to data entry, data verification, and deficiency resolution requirements
    • Respond to escalated customer support issuesInform the team of all new information related to products, procedures, and trends
    • Manage and distribute materials to all new and existing customers as needed
    • Assess support statistics and preparing detailed reports on the findings
    • Oversee and evaluating the team's ongoing training efforts
    • Partner with cross-functional teams to drive operational excellence across the organization
    • Deliver performance evaluations and following the disciplinary process according to company policy

Requirements

    • Excellent presentation, training and coaching skills 
    • Strong interpersonal skills to include active listening, coaching, advising, facilitating and problem solving are required
    • Ability to apply these skills at all levels and in diverse settings
    • Excellent written and oral communication skills
    • Extremely comfortable and effective at engaging customers remotely and face to face
    • Highly organized and ability to effectively manage multiple priorities in a fast-paced environment
    • Knowledge of CRM, LIS, and RCM softwares preferred
    • Ability to model and live the corporate values
    • 5+ years of experience as a customer success specialist
    • High school diploma or equivalent
    • Prior experience in a managerial or supervisory role preferred