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Customer Success Manager

Company: Benjamin Douglas
Location: Miami
Posted on: November 25, 2022

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

  • This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, and walk. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include the ability to lift up to 10 lbs.

Keywords: Benjamin Douglas, Miami , Customer Success Manager, Executive , Miami, Florida

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