Customer Success Manager

• Build, develop and maintain strong relationships with Clients to ensure long-term growth and sustainability of accounts
• Responsible for regular check-ins with clients by way of standard check-ins, strategic business meetings (es: QBRs) with key stakeholders, and as an escalation point for client-requested meetings as they arise
• Serve as the primary point of contact for all tasks related to products and offerings
• Serve as the primary point of escalation for issues or activities that the Client encounters during product utilization and expedites the resolution where possible
• Become a MediSpend software expert, brand ambassador and guru in every engagement with our customers
• Responsible for client ARR and eliminating and mitigating churn within the organization
• Provide technical, onboarding and training support to customers with the goal to keep customers satisfied with the business’s products
• Help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans
• The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of MediSpend so customers are encouraged to continue using and expanding the use of our products and services by identifying and capitalizing on growth opportunities and/or revenue generating opportunities within client accounts
• Participate and assist in client advisory boards, focus groups, product roadmap planning and marketing initiatives
• Assist Director of Client Success in analysis, development of initiatives, tracking and reporting on activities and health of customers
• Assist Senior Customer Success Manager with MMIS workflow and Customer Success process improvement initiatives, to design and implement proactive outreach models and survey design and implementation
• Interface with all teams including Sales, Finance, Solutions Consultation, Marketing, Research and Development, Product Development, Implementation and Customer Support
• Complete special projects as assigned relating to organizational initiatives

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