Customer Success Manager – CSM
Nihal Designs
Customer Success Manager
McKesson
full-time
Posted on:
Location Type: Remote
Location: Remote • Oklahoma • 🇺🇸 United States
Visit company websiteSalary
💰 $71,400 - $119,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Go
About the role
- Develop strong relationships with members and have a deep understanding of their business’s needs, challenges, and goals for our technology.
- Support new client implementations of RetinaOS, including requirements gathering, user training, initial inventory loads, go-lives, and post-implementation support.
- Collaborate with technical teams to ensure smooth and timely integration of technology to achieve Go Live target date.
- Employ decision-making to develop and communicate solutions without predetermined guidelines.
- Offer guidance related to hardware options best suited for practice needs and facilitating those requirements to appropriate vendor.
- Capture and share best practices for use of technology from clients.
- Proactively follow up with clients to ensure a positive experience post onboarding.
- Confirm adoption of RetinaOS, ensure alignment around goals and milestones, reset expectations where there is any confusion, and align with the client on their success plan to ensure adoption and maximize use of technology.
- Train new and existing clients on RetinaOS to ensure clients are getting the most value possible out of the technology.
- Demo new features to existing clients to ensure their awareness and use of the full platform.
- Analyze usage data to identify proactive opportunities to drive the adoption of technology and features.
- Maintain accurate and up-to-date records of member interactions and technical issues in CRM and ticketing systems, such as ZenDesk, HubSpot, and SalesForce.
- Utilize internal software platforms and resources to gather, analyze and produce reportable metrics to clients recognizing ROI of technology.
- Perform other related duties as assigned.
Requirements
- Bachelor's degree is preferred and/or equivalent combination of course work, certification and/or experience in healthcare.
- Excellent communication and interpersonal skills with the ability to build strong relationships with clients and internal teams.
- General knowledge of healthcare is preferred and willingness to develop business acumen related to ophthalmology space, including knowledge of EMR and Practice Management systems.
- Ability to use discretion and independent judgement while dealing with ambiguous information.
- Strong phone/video/in-person presence.
- Proven ability to manage multiple clients and projects simultaneously and communicate progress in an organized fashion.
- Ability to effectively present information and respond to questions from healthcare clinics.
- Skilled in problem solving, performing basic analysis and thinking creatively to find solutions to technical problems.
- Travel up to 15% annually and occasionally work outside of standard hours to support clinic schedules and conferences.
Benefits
- Competitive compensation package
- Annual bonus or long-term incentive opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
requirements gatheringuser trainingdata analysisproblem solvingtechnical supportCRM systemsreporting metricstechnology integrationclient onboardingfeature demonstration
Soft skills
communicationinterpersonal skillsrelationship buildingdecision-makingorganizational skillscreativitydiscretionindependent judgementproject managementpresentation skills
Certifications
Bachelor's degreehealthcare certification
