Client Success Manager
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Job Description
Client Success Manager for managing healthcare food service accounts. Focus on building relationships and optimizing client goals at CBORD.
Responsibilities:
- Customer Onboarding
- Work with our Sales and Implementation team members to generate seamless handoffs between groups: Confirming and aligning business goals and expected outcomes
- Defining the strategy, key metrics and milestones via Client Success Plans
- Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success.
- Address any post-implementation changes uncovered through client consultation and discovery calls.
- Driving Time to Value
- Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life.
- Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives
- Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals.
- Optimization & Growth
- Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client.
- Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges.
- Consistently bring a strategic lens to educate our clients in 3 ways: Market Lens: educate your clients on what’s happening in the hospital industry and how it relates to them
- Business Lens: understand our clients’ strategic objectives and advise on what they should be thinking about next
- Product Lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently.
- Advise and educate through best practices and performance benchmarking.
- Add’l Responsibilies, as needed
- Proactively address red-flag and re-engage customers through training, chairside and strategy sessions.
- Partner with Technical Support to communicate effectively with clients on outstanding issues
- Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement.
- Communicate with customers on system upgrades and new features that relate to their objectives.
- Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally.
- Become an expert in recruitment technology and workflow to deliver consultative solutions to customers.
- Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach.
- Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives.
- Travel 15%-20% of key accounts.
Requirements:
- Bachelor’s degree from a 4-year accredited college or university.
- 4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider.
- Skilled at building lasting relationships with customers and providing superior value and follow up.
- Excellent presentation, written and oral communication skills.
- Adaptable to frequent change.
- Strong technical aptitude.
- Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication
- Experience in hospital operations solutions is a HUGE plus
- Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook.
- Working knowledge of SalesForce.com or similar CRM system.
Benefits:
- Employer paid Life Insurance / AD&D / Short-Term Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
- Access to FSA Plans & Commuter Benefit Plans
- 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay. Both your contribution and the company contribution are immediately 100% vested.
- Access to the Roper Employee Stock Purchase Plan
- Paid Parental Leave Program
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