Enterprise Customer Success Manager
Verato
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Engage with assigned customers to develop and account strategy that drives customer value realization with purchased products
- Identify cross-sell opportunities
- Ensure full subscription renewals
- Establish executive level relationships with assigned accounts
- Organize, facilitate, and create content for regular value based executive business reviews with assigned customers
- Facilitate the coordination of internal resources to resolve complex problems
- Ensure customers provide feedback through NPS surveys regarding their overall satisfaction
- Track high value customer deployments, utilization, net promoter/satisfaction, and other key customer data within CRM
- Communicate "voice of the customer" feedback to upper management
- Provide regular updates to the Director of Customer Success on account trends and recommended process improvements.
Requirements
- Bachelor's degree in a related field
- 10 years+ of relevant experience in software services, enterprise software, customer success, and/or critical account management
- 2 years+ experience with Epic EHR preferred
- Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
- Expert in understanding high level technical aspects of the product
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
- Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at once
- Demonstrated ability to establish executive level relationships
- Outstanding cross-functional collaboration skills
- Expert content creation and presentation moderation skills
- Superior communications skills and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level
- Willing to travel up to 20%.
Benefits
- Professional development opportunities
- Fully remote work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Epic EHRcustomer successaccount managementcontent creationpresentation moderationproblem-solvingdata trackingCRM utilizationcustomer feedback analysissubscription renewals
Soft Skills
self-starterorganizational skillsmulti-taskingexecutive relationship buildingcross-functional collaborationcommunication skillsproblem navigationcustomer value realizationstrategic thinkingfeedback communication