Level II Client Success Manager

Who we are:

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of two legacy cultures, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work.

This position is hybrid if local to our office in
Alpharetta, GA
or
Scottsdale, AZ.

Why join our team?

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle:
We serve our user community.

Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

Our Level II CSM manages a portfolio of middle market healthcare food service accounts, which typically present a balance of operational and strategic needs. These clients often require system optimization, operational efficiency, and reliable performance, while still offering opportunities to expand adoption across departments. The role focuses on building trusted relationships with key stakeholders, providing consultative guidance on best practices, and ensuring that client goals are met through consistent value deliver.

Key Attributes:

• The below attributes are the keys to a successful CSM at Illumia:
• Inquisitive / Mindfully Curious – You seek to understand what winning looks like for each client
• Ownership Mindset – you bring grit and growth mindset to your role
• Connector – you build trusting and lasting relationships with your clients, enabling your champions and influencing your executive decision makers.

Job Duties and 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…