Client Success Manager

Description

The Client Success Manager is the primary account holder after contract is signed. They are expected to be actively engaged in using account data and industry trends to proactively support and grow account usage and adoption. The CSM also partners with Sales to work together to grow account and look for up-sell opportunities to expand revenue on each account.

Essential Functions

Implementation

• Partners with the sales, business development, and implementation team members to lead post-sales activity for implementing new accounts and sites.
• Works in tandem with implementation team and documents all relevant activity in ClientSuccess.
  
  

Growth Strategy

• Partners with VisualDx senior management team to develop and implement a site-specific growth strategy that leads to increased awareness of the VisualDx value proposition among account decision makers, education/awareness contacts, and end users.
• Works to proactively understand the customer’s processes, procedures, and clinical/educational needs. Incorporates this knowledge into all contacts with them.
• Demonstrates successful sales attributes including resiliency, persistence, adaptability, results-driven, engaging others, teamwork, and perseverance in the face of competitive pressure or conflict.
• Employs effective presentation skills in a variety of settings, via various media.
  
  

Customer Support

• Ensures resolution for any account/customer issues that arise, and that the customer expectations are achieved.
• Conducts day-to-day client success management activities including meaningful phone and email contacts per the communications plan established with the customer.
• Maintains current records and all account contact activities such as phone calls, virtual meetings, emails, and adding proposals to ClientSuccess upon completion.
  
  

Internal Collaboration

• Publishes internal reports showing account performance as it relates to the strategy plan.
• Participates in cross-functional meetings and projects and provides insight from a user and account perspective.
• Provides regular internal updates related to ongoing opportunities, trends, and projects within their respective book of business.
  
  

Requirements

• Bachelor's degree; or
• Associates degree plus two years of sales or customer success experience
• Comfortable presenting on camera for internal meetings as well as virtual client meetings, webinars, and training sessions.
• Proficiency with basic software applications, including Microsoft Office Suite
• Excellent written, verbal and listening skills
• Competent, initiative-taker with ability to work independently, problem solve, produce, and prioritize quality work, and communicate effectively with various stakeholders
• Demonstrates strong time management skills, including the ability to prioritize multiple ongoing activities
• Maintains a sense of urgency to drive and close revenue-generating opportunities
• Employs a customer-focused, action-orientated approach to achieve an elevated level of customer satisfaction
• Successful negotiation and conflict management skills resulting in win-win outcomes
• Demonstrates leadership qualities and a commitment to a personal continuous improvement process
  
  

Preferred Qualifications

• Minimum of two years’ experience managing healthcare technology accounts
• Experience with Customer Success Platform (such as ClientSuccess) and/or CRM platform (such as Sales Force or similar)
• Proven history of identifying opportunities for process improvements and driving those improvements to completion
• Possesses a working knowledge of hospital operations and technology and understands how customers buying decisions
  
  

Physical Requirements

• Regularly required to talk and hear
• Frequently required to use hands and fingers and reach with hands and arms
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Able to travel as needed
  
  

The base salary range for the Client Success Manager position is $65,000 - $75,000, this role is also eligible for up to $20,000 in incentive compensation. VisualDx is committed to pay equity and transparency. Actual salary will be determined by work location, work experience and educational background.