Customer Success Manager - Healthcare

LOCATION: Hybrid – 8 days a month in the office (Chicago, Indianapolis, Waltham, Dallas, Philadelphia, Kennesaw)

OVERVIEW

The Customer Success Engagement Manager plays a lead role in managing and driving customer value across the Up To Date  product portfolio. They serve as the lead Customer Success representative for strategic accounts within a geographic region of the United States and are responsible for ensuring the adoption, engagement and value realization in Up To Date  products.

The Customer Success Engagement Manager is part of a regionally organized account team that spans both Customer Success and Sales to ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed and ongoing performance is managed. The team is accountable to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved.

Internally, this position contributes to the development of both internal and external best practices and strategies, participates in training and onboarding, and mentors teammates in their growth and development.

• Requires specialized depth and/or breadth of expertise, conceptual and practical knowledge of theories and principles within Customer Success, and applies general knowledge of business and industry practices.

• Works independently, with guidance in only the most complex situations.

• Manages a smooth customer on-boarding process, ensuring an easy introduction for the customer from the outset.

• Supports and manages the customer across their lifecycle to maintain customer loyalty and customer satisfaction.

• Uses data to monitor customer performance and promote engagement between the customer and product(s).

• Ensures that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are met according to contractual agreements.

• Collaborates with customers to define and achieve goals for the program; documents successes when realized

• Maintains a clear understanding of client objectives and values, building and maintaining strong client relationships. Serves as an advisor on advanced and broad ranging projects.

• Interprets business challenges and recommends best practices to improve products, processes or services.

• Leads others in solving complex problems using sophisticated analytical thought to exercise judgement and identify innovative solutions. Leads functional teams or projects.

• Exercises judgment in evaluation, selection, and adaption of both standard and complex techniques and procedures.

• Uses in-depth professional knowledge and acumen to develop models and procedures and monitors trends.

• Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting value realization and renewal

• Enable team members to act as Up To Date  liaisons for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts and serve as part of an escalation path for project plan related issues or questions

• Lead executive planning sessions for customer accounts in collaboration with senior management and Sales

• Share best practices and encourage their adoption

• Interview and shadow customers to design workflows, training and deployment plans to meet unique customer needs and position Up To Date  positively

• Present findings both internally and externally to win support for process and performance improvement plans related to customer value

• Work with customers to set goals and benchmark value achieved, leveraging tools…