Customer Success Manager

• Provides specialized business application management guidance and support for a functional area
• Responsible for requirements gathering through the application lifecycle
• Conducts business testing and supports business process documentation and user support of the application
• Provides approval and prioritization of technology changes deployments
• Develops and leads business application strategy roadmap
• Coordinates with key leaders to determine required capabilities
• Ensures appropriate risk controls are in place and adhered to guidelines and regulatory requirements
• Accountable for overall mapping of processes for application functions/features to support business objectives
• Responsible for risk and audit management and assessments
• Reviews requirements specifications and technical design documents to provide timely and meaningful feedback

FCRM Risk Business Application Analyst III

• Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts
• Develop and maintain relationships at multiple levels within each account, including executive sponsors
• Leverage engagement data and account intelligence to anticipate customer needs
• Lead structured save efforts for at-risk accounts
• Own the full renewal cycle for your book of business
• Identify, document, and own expansion forecasts
• Develop and execute tailored adoption plans
• Align customer goals to PreVeil capabilities
• Cultivate customer advocates and reference accounts
• Leverage internal systems and AI tools to manage customer engagement

Senior Customer Success Manager

• Drives customer satisfaction, retention, and expansion with our current enterprise customers.
• Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform.
• Partner cross-functionally to ensure the voice of the customer is heard across the company.
• Guiding new customers through their customer journey process efficiently.
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
• Scheduling and conducting regular check-in meetings with customers.
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc).
• Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker.
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins.
• Timely addressing of customer inquiries.
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences.
• Proactively identifying and addressing risks to customer satisfaction.
• Gathering actionable feedback from customers for product improvement.
• Identifying and capitalizing on opportunities for upselling and cross-selling.

• Own the overall program timeline end-to-end, coordinating with EPD and the Sprint Planner to keep delivery on track
• Gather and document partner requirements into clear deliverables that EPD can execute on; hand off solutioning when technical decisions arise
• Serve as the primary day-to-day partner contact during implementation; transition relationship continuity to the CSM at launch
• Track and communicate project health proactively — flag delays, blockers, and scope risks early and drive resolution
• Craft clear, well-written deliverables including meeting agendas, minutes, and business reviews for internal and external stakeholders
• Maintain a tight feedback loop with the assigned CSM and accurate records in Sure's CRM (Attio)

• Provide technical, educational, operational and sales support to assist the district in meeting Cardiac Rhythm Management (CRM) sales and customer service objectives
• Successfully completes CRM Field Technical Training – including online and field-based training
• Performs checks/interrogations of all CRM medical device systems post sign-off
• Supports implants of all CRM products post sign-off
• Provides on-call support as needed on evenings and weekends post sign-off
• Provide troubleshooting support as requested
• Assures completion of patient registration and any other required hospital documentation
• Helps manage consignment inventory and trunk inventory once obtained
• Provides additional inventory support to meet customer needs
• Maintains software on programmers throughout the district as directed
• Educates and trains physicians, hospital personnel and office staff on products or solutions for which training has been completed
• Assists with educating and training new Clinical Specialists and Sales Representatives post sign-off
• Partners with DSM, Sales Reps and DM to learn market dynamics and local customer motivations and needs; has a basic understanding of how Medtronic CRM products and solutions offer value to the customer
• Assists with obtaining customer POs throughout the quarter
• Stays up to date on new products, solutions and patient management offerings
• Completes all assigned training in a timely manner
• Performs other related duties as assigned

Clinical Specialist, Cardiac Rhythm Management, Philadelphia PA / Cherry Hill, NJ

• Executes independent testing of FCRM controls / systems for assigned businesses
• Develops testing documentation and results reporting
• Understands financial crimes risk and evaluates control effectiveness
• Completes various projects and initiatives within testing function

Senior FCRM Testing Analyst

Implementation Specialist

• Manage readiness activities for new store openings, franchise changes, and special projects
• Execute store openings, changeovers, and remodels
• Collaborate with cross-functional teams to develop product flow and displays
• Communicate with key stakeholders and ensure program scope is clearly documented

Store Implementation Specialist

• Own operational performance management for Direct Express cardholder servicing, including trend analysis, action planning, and follow-through to improve service levels and client outcomes.
• Lead vendor management activities (performance reviews, issue resolution, corrective actions) in partnership with internal stakeholders.
• Drive incident and problem management for operational events, including coordination of response, communication updates, post-incident reviews, and remediation tracking.
• Lead development and maintenance of operational documentation (runbooks, procedures, knowledge base) and ensure servicing teams are trained and prepared for changes.
• Build and deliver client-ready reporting and insights; support business reviews and governance routines with clear narratives and recommendations.
• Partner with product, technology, and risk/compliance stakeholders to evaluate operational impacts, escalate risks, and implement mitigations.
• Manage and track internal SLAs, ensuring adherence to service commitments, identification of performance gaps, and execution of corrective actions.
• Oversee settlement-related operational processes, ensuring accuracy, timeliness, reconciliation, and alignment with financial and regulatory controls.
• Monitor and manage operational file processes, including file intake, processing, validation, and issue resolution across systems and partners.

Client Experience Specialist

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

• Own the post-sale customer relationship, acting as the primary point of contact and strategic advisor.
• Lead onboarding, ensuring customers achieve early and sustained value.
• Develop and execute success plans, defining customer goals, value milestones, and measurable outcomes.
• Monitor customer health (usage, adoption, engagement, NPS), proactively addressing risks and driving retention.
• Deliver regular business reviews aligned to customer priorities, performance, and value delivery.
• Champion customer feedback, advocating for user needs and influencing product and service improvements.
• Partner with Account Managers to ensure seamless handovers, coordinated account strategy, and renewal alignment.
• Work with Product, Marketing, and other cross-functional teams to deliver an integrated customer experience.
• Surface and progress growth opportunities with Account Managers by identifying unmet needs and growth potential.
• Provide account insights, risk assessments, and strategic recommendations to the Regional Manager, Customer Success (RMCS).
• Contribute to customer advocacy initiatives including case studies, references, and user engagement programs.
• Maintain accurate customer documentation and activities in CRM and CS systems (e.g., Salesforce).
• Track and report metrics including adoption trends, renewal likelihood, and growth signals across the portfolio.
• Execute standardized customer success playbooks and contribute to the ongoing enhancement of CS processes.
• Identify workflow improvements to strengthen team efficiency and elevate the overall customer experience.

• Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform.
• Manage the deployment of Samsara technology to large-scale US Public Sector customers.
• Create launch plans and a roadmap to increase product usage.
• Track implementation progress, participation, product adoption, and account health.
• Run training sessions, demonstrate Samsara’s technology, and work through challenges with customers.
• Juggle multiple customer engagements in parallel and work cross-functionally.

Strategic Implementation Consultant – Public Sector

• Serve as the primary relationship owner for a portfolio of enterprise-level clients and develop trusted partnerships to understand investment objectives, operational priorities, and value creation strategies
• Anticipate evolving needs and identify opportunities for revenue expansion through product and/or service add-ons
• Track and monitor client health indicators to ensure high quality experience and long-term retention
• Work cross-functionally to identify opportunities to standardize technology, reporting frameworks, and best practices across multiple portfolio companies
• Maintain visibility into portfolio activity and proactively engage client base through strategic business reviews
• Prepare and deliver regular business reviews with executive stakeholders and portfolio company leadership
• Provide strategic recommendations aligned with portfolio growth, operational maturity, and investment timelines
• Ensure a seamless transition from implementation to post-live team structure and ensure adoption and retention protocols are in place
• Conduct regular cadence check-ins with stakeholders across a portfolio of clients and portfolio companies
• Identify opportunities and upsell across an enterprise client book of business ensuring alignment on client business goals and technology
• Partner closely with Implementation, Sales, Marketing, and Product teams to ensure alignment of client priorities

Enterprise Client Success Manager

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through onboarding, education, and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

Enterprise Customer Success Manager

• Own the full post-sale journey for your portfolio - from onboarding and adoption through to renewal and expansion
• Drive platform adoption by engaging customers on the features and workflows that matter most to their business outcomes
• Lead regular business reviews and build tailored success plans that align customer goals with Coherent's capabilities
• Own renewals end-to-end, starting conversations 6+ months ahead of contract end to protect and grow ARR
• Identify expansion opportunities and partner with Sales to qualify and close them
• Act as the primary escalation point for critical issues, coordinating with Support and advocating internally on customers' behalf
• Build strong relationships with executive stakeholders and develop customer advocates for case studies and referrals
• Use health scores, usage data, and commercial signals to prioritise your time across the portfolio.

• Perform data manipulation and table loading using Microsoft SQL Server RDBMS.
• Write SQL scripts to promote implementation data between different application instances and manipulate data in batch.
• Utilize Adobe Creative Suite to create, modify, install, and test graphic elements essential to the implementation.
• Capture position and styling data for system entry using Adobe Creative Suite.
• Perform prescribed testing on work.
• Collaborate with Development teams to perform quality control tasks, including setting up test cases, unit testing, and batch job processing related to customer implementation or specific software releases.
• Ensure successful delivery of tasks related to the implementation of client projects on the Orindi software platform.
• Communicate project updates and issues with team members; must have excellent verbal and written communication skills.
• Receive work direction from Resource Manager or Implementation Project Manager on project design specifications.
• Work with customers to ensure implementations meet their needs.
• Assist in onboarding new team members through written documentation and verbal coaching.
• Write, review, and update process and procedure documents used by the team.
• Maintain time logs for projects and update software accordingly.

• Partner Relationship Management: Build and maintain trusted relationships with partner stakeholders. Learn their organizational priorities, communication styles, and objectives to ensure every interaction progresses the partnership.
• Strategic Discovery & Planning: Conduct structured discovery to understand each partner’s goals, challenges, and desired outcomes. Develop and execute actionable success plans aligned with both partner and Instructure objectives.
• Pipeline Growth & Expansion: Proactively identify growth opportunities. Collaborate with Sales to support pipeline generation and advance non-renewal booking opportunities.
• Renewal & Risk Management: Own the renewal forecast for your book of business. Track account health, flag risks early, build mitigation plans, and keep forecasts up to date based on data, usage, and partner sentiment.
• Product Adoption & Optimization: Work with internal teams to ensure best practices and sustained engagement with Instructure solutions.
• Cross-Functional Collaboration: Collaborate across Sales, Product, Support, and Marketing to deliver a seamless partner experience. Communicate partner context and needs clearly to key stakeholders.
• Reporting & Governance: Maintain accurate documentation, meeting notes, and system updates. Keep forecasts, partner records, and governance processes current.

Partner Success Manager

• Provide technical, educational, operational and sales support to assist the district in meeting Cardiac Rhythm Management (CRM) sales and customer service objectives
• Successfully completes CRM Field Technical Training – including online and field-based training
• Performs checks/interrogations of all CRM medical device systems post sign-off
• Supports implants of all CRM products post sign-off
• Provides on-call support as needed on evenings and weekends post sign-off
• Assures completion of patient registration and any other required hospital documentation
• Helps manage consignment inventory and trunk inventory once obtained
• Provides additional inventory support to meet customer needs
• Maintains software on programmers throughout the district as directed
• Assists with managing daily coverage logistics as needed
• Educates and trains physicians, hospital personnel and office staff on products or solutions for which training has been completed
• Assists with educating and training new Clinical Specialists and Sales Representatives post sign-off
• Partners with DSM, Sales Reps and DM to learn market dynamics and local customer motivations and needs; has a basic understanding of how Medtronic CRM products and solutions offer value to the customer
• Assists with obtaining customer POs throughout the quarter
• Independently identifies customer needs and opportunities and provides feedback to Sales Rep(s) to support sales objectives
• Stays up to date on new products, solutions and patient management offerings
• Completes all assigned training in a timely manner
• Performs other related duties as assigned

Clinical Specialist, Cardiac Rhythm Management

• End-to-end configuration and deployment experience of Oracle EPM ARCS
• Reconciliation profile setup and management
• Account grouping configuration and management within ARCS
• Integration with Oracle Fusion for seamless data flow and reconciliation
• Handling intercompany reconciliation in ARCS
• EPM Automate and scripting for automation tasks

Oracle EPM ARCS Implementation Consultant, 15+ years exp.

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients
• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer
• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals
• Work collaboratively with a variety of other departments, such as Onboarding and Support, Consulting Solutions, Partnerships, and Contracts to ensure ongoing customer satisfaction and retention
• Contribute to revenue generation through renewals and account expansion by identifying upselling opportunities for consulting services and cross-selling new products
• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

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