Manager of Customer Success

Connexall; United States; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, life, and disability insurance

Retirement Savings Plan

Paid Time Off (PTO) and company paid holidays

Professional Development & Training Opportunities

Flexible Work Arrangements

Job summary

A healthcare technology company is seeking a Manager of Customer Success to lead customer success operations. This role involves ensuring excellent communication for customers, managing technical teams, and addressing customer service issues efficiently. The ideal candidate will have a Bachelor's degree and 5+ years of experience in IT hospital integration. A competitive salary and a rich benefits package, including health insurance and flexible work arrangements, are offered.

Qualifications

• Minimum 5+ years of experience in IT hospital integration.
• Strong focus on healthcare technology systems and clinical application support.
• 2-3+ years of experience leading and managing technical teams.

Responsibilities

• Ensure excellent communication bridge across the organization.
• Lead a team coordinating customer success calls and onsite visits.
• Manage customer service tickets and ensure issues are resolved.

Skills

Customer service oriented

Problem solving and organizational skills

Excellent interpersonal skills

Time management

Experience in IT hospital integration

Education

Bachelor’s degree in Communication, Information Technology, Public Relations or related field

Tools

Microsoft Office Suite (Word, Excel, PowerPoint, Visio)

Job description

GlobeStar Systems is a leader in integrated clinical communication. Our cornerstone product, Connexall®, is an award-winning Enterprise grade IoT platform, purpose built for the healthcare industry. Connexall® is a sophisticated and customizable end-to-end integration and communication platform that helps its customers improve clinical workflow, reduce alarm fatigue, and drive better patient and staff outcomes.

Job Title: Manager of Customer Success

Type: Full Time

Location: US Remote

Job Description

Reporting to the SVP of Solutions Delivery and Customer Experience, the Manager of Customer Success is a responsible and detailed oriented person, who will ensure customers have an excellent communication bridge across the organization. The successful candidate will lead a team that coordinates both customer success calls and/or onsite visits to provide exceptional customer experience. This role will ensure that maintenance coverage renewals are prepared and sent out to customers in a timely manner, any outstanding technical support tickets are managed efficiently, and that the operational success of the Connexall software is verified through customer technical and clinical discussions.

The Manager of Customer Success will be a strong leader in customer service, account management, and continuous improvement ensuring that all customer related calls and engagements are executed with a superior customer service standard of quality and service. They will also support the Sales and Marketing team’s activities through customer engagement and leverage expertise from Technical Support and Solutions Delivery Engineers when required.

Primary Responsibilities

• ISO/Performance Indicators on Loyalty/Maintenance Renewal processes
• Monitor feedback from surveys and coordinate if any action is needed
• Assist in monitoring that Operational Procedures and Work Instructions are being followed for the following processes, including but not limited to:
• Report any non-conformities and assist with corrective actions as needed
• Ensure Post Project Surveys are being sent out in a timely manner and follow ups are made
• Investigate low survey rates with Connexall resources and/ or customers with the purpose of addressing the results and provide solutions to correct issues and recommendations on how to prevent similar situations
• Assist with Customer Service Annual Survey – follow ups and actions needed
• Assist with maintaining customer service documentation updated on the Customer Portal
• Monitor Customer Service Tickets status and follow up to ensure customer issues are resolved
• Manage issues internally and externally, including enabling improved communications, processes, and timely resolution across teams
• Develop and implement strategies to increase membership to Customer Success Program and reduce customer attrition
• Coordinate external and internal communications related to the program, ensuring alignment with the overall Connexall communication strategy
• Ensure the Customer Success Program experience aligns with Connexall business and corporate strategy
• Develop recommendations to continuously improve the Loyalty Program
• Work to improve existing ISO processes in order to maximize operational efficiency and deliver a higher level of quality control within the department
• Build and maintain excellent working relationships with customers
• Monitor maintenance renewal process
• Monitor ALL platform regarding Maintenance opportunities and closed deals
• Monitor follow up process
• Human resources duties include but not limited to; regular one -to -one meetings with team members, employee development and training, lead customer success department recruitment, performance management, etc. with the support of HR as applicable.
• Other duties as required.

Qualifications

• A Bachelor’s degree in Communication, Information Technology, Public Relations or related field of activity or equivalent experience
• Minimum 5+ years of experience in IT hospital integration, with a strong focus on healthcare technology systems and clinical application support
• 2–3+ years of proven experience leading and managing technical teams.
• PMP Certification is considered an asset but not required.
• Experience with hospital systems (e.g., EHR, patient monitoring, nurse call, RTLS, and integration projects) are considered assets but not required.
• Experience or specific training in administrative work
• Highly detail oriented professional with excellent problem solving and organizational skills
• Customer service oriented
• Good capacity of time management, responsibility, and autonomy
• Excellent interpersonal skills, communication skills, and presentation skills with the ability to speak with individuals at all levels of an organization and externally
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Visio
• Flexibility in adapting to a rapidly changing, energetic environment.
• Requires innovative thinking, database experience, analytical aptitude, and business acumen skills
• Experience working in a fast-paced environment
• Competitive annual salary
• A rich benefits package, including medical, dental, life, and disability insurance
• Retirement Savings Plan with employer contributions
• Paid Time Off (PTO) and company paid holidays
• Professional Development & Training Opportunities
• Education Reimbursement Program
• Flexible Work Arrangements (Hybrid/Remote options where applicable)
• Collaborative & Inclusive Work Environment