Transact Campus

Client Success Manager

Transact Campus

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SFDC

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Account ManagementRelationship ManagementCustomer SuccessChange ManagementProcess ImprovementConsultative SolutionsTechnical AptitudePresentation SkillsCommunication SkillsData Analysis
Soft skills
Building RelationshipsAdaptabilityMulti-taskingProblem SolvingCustomer EngagementStrategic ThinkingCoachingCollaborationNegotiationLeadership