Customer Success Manager

Tishman Speyer Properties; Nashville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Qualifacts, headquartered in Nashville, seeks a Customer Success Manager to own client health, satisfaction, and engagement across accounts. You will gather intelligence from customers to inform prioritization, renewals, and product improvements, while identifying upsell and cross-sell opportunities.

You will manage escalations and collaborate with departments to enhance the customer experience through training, documentation, and events, helping drive revenue and customer value.

Qualifications

• Bachelor’s degree preferred (experience in lieu of degree accepted).
• 2 years’ experience in customer-facing roles in health care or SaaS with account management/consultation/training/project management duties.
• Experience driving customer value and revenue via upsell/cross-sell and renewals.

Responsibilities

• Owns health, satisfaction, and engagement of assigned customer accounts and delivers success aligned with program metrics.
• Capture data from customers and communicate internally to define priority needs and drive product improvements.
• Assess satisfaction and extract business needs to inform renewals, churn risk, and upsell opportunities.
• Manage customer escalations with detailed routing and follow-up.

Skills

Customer relationship management

Upsell / cross-sell

Project management

Communication skills

Presentations

Analytical problem solving

Excel proficiency

Collaboration across teams

Education

Bachelor’s degree or relevant experience

Tools

Microsoft Office (Excel)

Virtual meeting tools

Job description

Responsibilities for the Customer Success Manager

Owns the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics.

Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts; translate and communicate internally to company departments to help define priority of need, improve Customer experience and drive product improvements.

Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons; identify resources and develop and execute plans to address gaps.

Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up.

Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events.

Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers.

Execute to successful completion of departmental KPI’s, metrics, etc.

Qualifications of the Customer Success Manager

• Bachelor’s degree in related area preferred (experience in lieu of degree)
• 2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred
• Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts
• Experience in the behavioral health industry, preferred
• Experience working with CSM applications, preferred
• Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred
• Demonstrated leadership abilities and achievement orientation
• Highly self-motivated and directed
• Superior attention to detail

Knowledge, Skills, and Abilities of the Customer Success Manager

• Passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative
• Ability to assess needs and produce solutions to target those needs
• Skills to effectively manage peers as part of a collaborative project
• Initiative, motivation, creativity, and ability to understand many areas of expertise
• Ability to communicate professionally with all levels of management and happy/unhappy customers
• Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing
• Extremely organized and skilled in project management (for the sake of action plan management)
• Group presentation skills, preferred
• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues
• Strong presentation, verbal, and written communication skills
• Ability to take line-item action plans and turn them into strategic business reviews for executive briefings
• Ability to work and communicate effectively with Customers’ technical and non-technical representatives, including C level contacts
• Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools

Must be able to travel 25% of the time.

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For more than 20 years, Qualifacts has delivered thoughtful innovation, technology, support, and services to the behavioral health and human services market. Most recently, Qualifacts has been on a mission to expand its portfolio to support the patient continuum, from the initial appointment request to final billing and reporting, and everything in between.

Qualifacts has headquarters in Nashville and Tampa with employees across the globe, many with strong healthcare and clinical backgrounds to help bring you the best solutions possible.