Client Success Manager

Description

As a member of the Viewics team, you will be responsible for engaging with customers post-sale, driving the implementation and delivery process, and ensuring customer satisfaction, growth and retention. The customer success manager serves as the primary advocate and champion for each customer here at Viewics. In addition, they will work with the customer on a regular basis to ensure adoption and success of the Viewics Solutions, as well as be responsible for the overall and ongoing satisfaction of the customer. As a trusted adviser and coach to the customer, the key to this role is being able to articulate value and support the customer’s achievement of desired results. The customer success manager will get to develop relationships with a wide range of customer contacts from both the technical and business lines. This role includes periodic travel.

Key Responsibilities

Customer Relationship

• Take ownership of key customer accounts and establish yourself as a content and communications expert and trusted partner to our valued customers
• Ensure retention and growth of all customer accounts through best in class customer service and responsiveness
• Closely manage and nurture accounts to identify and eliminate risk of attrition
• Counsel customers on communications and roll-out strategies to help drive adoption and usage with their organization
• Ensure on-time delivery of the business intelligence solution through pro-active project management
• Review and provide feedback on all solutions to ensure it meets quality standards and addresses customer-specific issues, priorities and goals
• Collaborate and communicate effectively with cross-functional internal teams across sales, marketing, support and product management
• Meet deadlines independently, balance multiple projects, and proactively communicate delivery and mitigate issues
• Maintain a knowledge base of customer reference data for use by entire sales organization

Customer Results

• Work with customers to ensure they achieve expected results and derive optimum value from their investment
• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and recommendations for future improvements
• Continually assess, document, and analyze customer progress toward stated goals and results
• Manage risks to the customer achieving their stated business goals by developing a risk mitigation plan where appropriate
• Identify, prioritize and drive resolution of all issues that could impact expected results and customer satisfaction
• Ensure all issues are resolved quickly, leveraging resources from across Viewics, Inc. and the customer as needed
• Identify expansion opportunities and collaborate with sales teams to create additional value for the customer
• Deliver successful customers to, and manage your customers through the contract renewal process

Skills

• Proven track record of customer satisfaction
• Excellent understanding of software application environments
• Capable of working with people of varied technical and clinical backgrounds
• Ability to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts
• Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues
• Team player with strong collaborative skills – you’ve worked successfully in a busy team before
• Organized and reliable: able to work independently with little direction when necessary
• Superior project and time management skills; excellent attention to detail

Experience

• Deep understanding of software and laboratory operations in one or more of the following roles: account management, software consulting, project management
• Solid knowledge in healthcare business intelligence, enterprise analytics, enterprise performance management
• Successful track record in reaching or exceeding goals in: customer retention, add on sales, new business quota attainment
• Solid knowledge of healthcare and experience interacting with Hospital Information Systems

Education

• A bachelor’s degree, preferably in business administration, IT or a technical discipline is required.