Client Success Manager

🕒 January 8

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Transact Campus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Through transformative payments and credential-driven transactions and privileges, Transact partners with institutions to help them make their campus experience mobile-centric, personal and individualized, and completely connected.

📋 Description

• 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 and educate through best practices and performance benchmarking. • Add’l Responsibilies, as needed • Proactively address red-flag and re-engage customers through training, chairside and strategy sessions. • Partner with Technical Support to communicate effectively with clients on outstanding issues • Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement. • Communicate with customers on system upgrades and new features that relate to their objectives. • Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally. • Become an expert in recruitment technology and workflow to deliver consultative solutions to customers. • Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach. • Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives. • Travel 15%-20% of key accounts.

🎯 Requirements

• Bachelor’s degree from a 4-year accredited college or university. • 4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider. • Skilled at building lasting relationships with customers and providing superior value and follow up. • Excellent presentation, written and oral communication skills. • Adaptable to frequent change. • Strong technical aptitude. • Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication • Experience in hospital operations solutions is a HUGE plus • Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook. • Working knowledge of SalesForce.com or similar CRM system.

🏖️ Benefits

• Employer paid Life Insurance / AD&D / Short-Term Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D • Access to FSA Plans & Commuter Benefit Plans • 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay. Both your contribution and the company contribution are immediately 100% vested. • Access to the Roper Employee Stock Purchase Plan • Paid Parental Leave Program