Customer Success Manager
Company: Benjamin Douglas
Location: Miami
Posted on: November 25, 2022
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Job Description:
Our client is looking for a Customer Success ManagerLocation:
Miami, FL (on site)Salary: $65k
A Customer Success Manager (CSM) assists customers through the post
sales process into the support phase. A CSM form a direct
relationship with customers and provide them with timely value
growth propositions and solutions. A CSM develops and maintains
long-term business relationships by serving as an internal advocate
and provider liaison. This helps customers scale and achieve goals
while simultaneously strengthening their relationship with our
business. A CSM works with customers to ensure they're receiving
the tools and support needed to achieve their goals. CSMs have an
in-depth understanding of the customer's needs and are responsible
for the overall success of customers.
Essential Duties & Responsibilities--- Health Care, Medicaid and/or
Billing experience is a plus--- Knows, understands, incorporates
and demonstrates the mission, vision, and values of the company in
leadership behaviors, practices, and decisions.--- Direct
responsibility for customer relationships.--- Serve as an informed
thought partner to customers in all issues related to
implementation rollout so that it leads to successful adoption of
company services and products.--- Analyze customer engagement data
to identify implementation strengths and areas of need.--- Conduct
regular customer check ins (virtually) in which you elicit goals
from customers, provide data around progress, and keep customers
informed of key, related product updates as they occur.--- Develop
account strategies for maintaining strong customer health, ensuring
renewal and support possibly upsell opportunities.--- Establish
clear retention goals and process milestones for the client and
employees to work towards--- Assist customers as needed with
setting up and navigating programs or software associated with a
product or service--- Optimize existing processes within the
company and actively enhance all Customer Success initiatives---
Responsible for identifying and evaluating new growth
opportunities.--- Other duties/responsibilities may be assigned to
the position.--- Ensure that all associates demonstrate exceptional
customer service and follow all company policies and procedures.---
3-5 years of experience in customer service or customer success
position strongly preferred--- 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--- Strong business background
and strong computer skills (MS Word and Excel competency are a
must).--- Excellent verbal and written communication skills.---
People management skills and the ability to work independently and
as part of a team.--- Must take ownership and act with a sense of
urgency and commitment to resolve issues.--- Strong problem solving
and decision-making skills.--- Ability to meet deadlines and manage
multiple projects at once.--- High attention to detail and superior
patient service skills.
Physical Requirements/Working Environment
Keywords: Benjamin Douglas, Miami , Customer Success Manager, Executive , Miami, Florida
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