The Customer Experience Manager will support our customers as they transition from the sales to active users of our platform and services. Focused on customer loyalty and building close long-term client relationships. As a customer success manager you will bridge the gaps between sales and customer support, enhances product value and reduces churn, and keeps a high-level view of the support process.
What You’ll Do: (including but not limited too)
- Establish clear retention goals and process milestones for the client and employees to work toward
- Assist customers as needed with setting up and navigating programs or software associated with a product or service
- Experience in navigating SaaS based tools and comprehensive understanding of digital health
- Seek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
- Assist in creating training courses and educational materials for other members of the department
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
What We’re Looking For:
- 3-5 years of experience in customer service or customer success position strongly preferred
- Understanding of SaaS based customers with digital health emphasis
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate for the use of the product to service to be solid
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- Ability to establish milestones and keep all team members on task
- Experience analyzing and optimizing the existing processes in the Customer Success department
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed