Customer Success Manager

• Deliver timely execution of CRM campaigns aligned with US market strategies, taking full ownership of campaign quality and on-schedule deployment
• Own and manage customer journeys across key lifecycle stages including onboarding, retention, reactivation, and loyalty, ensuring each stage delivers measurable engagement outcomes
• Plan, set up, schedule, deploy and report on campaigns across Modals, In-App notifications, Push notifications, and Email
• Conduct A/B testing to measure campaign performance and contribute to optimisation efforts
• Analyse campaign performance data and deliver actionable recommendations that directly improve engagement and retention outcomes
• Brief and partner with copywriters and designers to deliver assets for customer communications, ensuring brand and quality standards are met
• Lead the end-to-end execution of generosity campaigns, from setup through to post-campaign analysis
• Work closely with the US Customer Engagement Manager and VP of Marketing to plan and execute customer engagement campaigns aligned to business priorities, collaborating with the broader US Marketing team on concepts and execution, and the global CRM team on best practices
• Proactively contribute performance insights and learnings to the global Customer Engagement team, driving improvements to efficiency and best practice across markets
• Identify and resolve inefficiencies or errors in campaign processes, recommending and implementing improvements to execution standards
• Leverage tools including Quick Suite, Amplitude, and Braze to identify trends, define segmentation and targeting strategies, and translate findings into concrete campaign improvements
• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Lifecycle Marketing Specialist, CRM Specialist

• Lead qualitative data collection processes by designing and implementing protocols for gathering unstructured client experience data through interviews, focus groups, and other engagement methods.
• Administer surveys over the phone, in-person, and through other channels as needed, and accurately record responses.
• Build rapport with participants, ensuring respectful, empathetic, and trauma-informed interactions.
• Experiment and evaluate new tools and processes that scale collection and storage of unstructured data.
• Develop and maintain Standard Operating Procedures (SOPs) for data collection, storage, and quality assurance to ensure consistency and compliance with organizational standards.
• Manage incoming and outgoing communications through a shared CX platform.
• Collaborate with internal stakeholders to leverage client experience insights for service improvement.
• Assist in organizing and storing qualitative data for downstream analytics, ensuring data integrity and accessibility for research and program teams.
• Enter and manage data using online data collection tools (Qualtrics), Microsoft Office Suite, and other technologies.
• Collaborate with program and research staff to adjust outreach strategies and improve response rates.

Client Experience Specialist

• Own the post-launch lifecycle management of CFC CRM across global markets
• Be accountable for platform availability, reliability, performance, and scalability
• Manage current CFC CRM ecosystem roadmaps & coexistence with legacy CRM environments, ensuring continuity, direction and risk mitigation
• Make trade-off decisions where precedent may not exist with stakeholder input
• Drive measurable value realization from CRM investments (adoption, productivity, commercial impact)
• Establish level metrics and reporting for BAU health and value delivery within the CFC technology ecosystem
• Ensure CRM outcomes align to commercial strategy, not just technology success
• Define and mature the global CFC CRM operating model & governance, balancing innovation with stability
• Own technology BAU roadmap across support, enhancements, release readiness, and optimization
• Reduce market-by-market variance through harmonization and repeatable patterns
• Define and govern standards for content, workflows, configuration, data, and operations within the CFC CRM ecosystem
• Ensure CFC CRM is embedded into CFC day-to-day workflows
• Act as the single BAU orchestration point for CFC CRM across Commercial, Medical, CMO, Digital, Data, Compliance, and Markets
• Resolve cross-functional dependencies and risks impacting platform stability and value
• Partner with the CFC CRM Product Leader on a single, integrated roadmap
• Own operationalization, handover, and sustainment of roadmap items post-launch

Senior Director, CFC CRM Lifecycle, Value Lead

• 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.

• Lead, coach, and develop a team of Customer Success Managers to achieve customer satisfaction, retention and renewal goals
• Guide onboarding within accordance of the set onboarding and enablement guidelines
• Reinforce accountability, ownership and continuous improvement behaviors across the team
• Set clear performance expectations and provide regular feedback through structured coaching, performance reviews and development planning
• Ensure consistent execution of the Customer Success engagement model, including adoption, business reviews, health monitoring, renewals, and upsell/cross sell opportunities
• Provide leadership support for customer escalations, at risk accounts, and complex renewal scenarios
• Guide prioritization of activities to balance proactive engagement with reactive issue resolution
• Promote a customer-centric, outcomes-based approach to success management across accounts
• Own and reinforce Customer Success standard work, including engagement cadence, documentation, and CRM data quality
• Monitor key performance indicators related to customer health, retention, renewal forecasting, and team productivity
• Identify performance gaps and implement corrective actions and improvement initiatives
• Lead or sponsor continuous improvement efforts focused on Customer Success workflows and scalability
• Partner with Sales, Product, Operations, and Support teams to remove friction across the customer lifecycle
• Ensure effective adoption and usage of CRM and Customer Success systems (e.g., Salesforce)
• Leverage dashboards and reporting to drive visibility, prioritization, and data driven decision making
• Internal collaboration to improve reporting, automation, and insight generation
• Translate performance data into actionable coaching and improvement plans

Manager, Customer Success

• 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

• Retaining, growing and managing TELUS Health's large account portfolios
• Demonstrating a consultative client approach
• Continually demonstrating a highly developed capacity to consult around workplace and/or organizational issues
• Maintaining the highest level of client loyalty
• Analyzing and interpreting reporting to recommend solutions
• Assisting with issue escalations and solution planning
• Managing the account profitability
• Alignment with Senior Leadership teams as required
• Participating in proposal development and presentations
• Negotiating contracts and closing agreements
• Assisting client with marketing of the program

Senior Customer Success Manager

• Assist in onboarding new partners by helping them understand Orgvue’s support model and setting up the tools and infrastructure they need.
• Coordinate partner-specific Orgvue environments (for training, demos, and shared solutions).
• Support regular meetings, feedback sessions, and reporting routines to ensure smooth collaboration.
• Help plan and deliver basic training sessions for partners on how to use Orgvue for analytics, modelling, and data management.
• Collaborate with internal experts (Product, Advisory, and Technical Account Management) to coordinate more advanced training when needed.
• Tailor Orgvue enablement materials and presentations for specific partner objectives or use cases.
• Support the creation of partner communities of practice and learning forums.
• Work with the Alliances and Partner Success teams to track partner progress, performance, and key deliverables.
• Maintain up-to-date records of active projects, usage data, and partner feedback.
• Coordinate communication between partners and internal teams such as Marketing, Product, Legal, and Sales.
• Help identify areas for improvement and contribute ideas to strengthen how Orgvue collaborates with partners.
• Contribute to the continuous improvement of Orgvue’s Partner Program by supporting documentation, case studies, and training materials.
• Help capture success stories and best practices for use across the wider partner ecosystem.
• Assist in maintaining standard templates, assets, and reporting tools.

Partner Success Analyst

• Assist with defining functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.
• Work closely with, and be a member of, the team led by the Technical Architect, to understand business requirements, design effective solutions, and ensure user adoption.
• Conduct a comprehensive business analysis to understand customer service processes and requirements.
• Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.
• Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
• Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.
• Support definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, back-office systems (e.g., ERP), and payment gateways.
• Ensure seamless functional integration and data flow across systems.
• Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
• Promote user adoption through effective change management and support.
• Provide ongoing functional support and optimization for Dynamics 365 CE solutions.
• Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.

Customer Relationship Management – Functional Lead

• Study and understand the client's current, plus desired, Microsoft CE application, configurations, and technologies.
• Coordinate changes and designs to the CBOS and UBOS, plus the client's other technologies, ensuring they meet the client's needs and follow standards and policies.
• Architect and build a roadmap for delivery.
• Assign work and manage and mentor a team of CRM and full-stack developers.
• Ensure successful delivery for the CRM, portal, and web app as part of the UBOS project.
• Advise the client's leadership on current trends in Microsoft CE applications and functionalities.
• Act as a subject matter expert and represent the client in meetings and reports with stakeholders.
• Raise concerns and potential issues to the client's leadership with sufficient detail for decision-making.
• Architect and develop Microsoft CE customizations and configurations to meet the client's functionality needs.
• Support integrations with middleware, ERP systems, payment gateways, phone systems, etc., which are part of the UBOS ecosystem.
• Act as an expert for Data Migration to Microsoft CRM.
• Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the client.
• Adhere to and follow all clients' standards, policies, and procedures.
• Perform tasks and other duties as related to this position and role, and assigned by the client.

Customer Relationship Management Lead

• Configure and maintain Dynamics 365 Sales, including forms, fields, views, dashboards, business rules, calculated fields, and basic process automation.
• Support CRM data quality through duplicate detection, record merging, field cleanup, ownership correction, bulk updates, and hygiene reporting.
• Assist with account, contact, opportunity, quote, lead, activity, and project-related CRM processes.
• Support CRM training by preparing walkthroughs, process documentation, and training materials including within our digital adoption platform.
• Provide day-to-day CRM support for users, including troubleshooting, process questions, and adoption support.
• Coordinate with internal IT and external CRM vendors to execute enhancements, resolve issues, and validate completed work.
• Perform testing for configuration changes, vendor deliverables, bug fixes, and new functionality before release.
• Maintain documentation for CRM processes, field definitions, configuration changes, and release notes.
• Help manage CRM backlog items, priorities, timelines, and follow-ups.
• Identify opportunities to simplify CRM workflows, improve user experience, and reduce manual work.

Dynamics CRM Administrator

• 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

• Support renewal execution across assigned contracts and customer accounts
• Coordinate with distributors to initiate and track renewal proposals
• Ensure renewal documentation is prepared, organized, and communicated effectively
• Track renewal status and provide visibility into renewal progress and outcomes
• Support low-touch and distributor-led contract motions
• Assist Strategic and Regional CSMs with renewal coordination and execution
• Maintain accurate renewal tracking in internal systems

Customer Success Manager – Renewals

• Build and maintain strong, trusted relationships with customers to support their long-term success
• Function as a key post-sales contact, supporting customers through onboarding, adoption, and early growth
• Collaborate with cross-functional teams to ensure customer needs are communicated and addressed
• Reinforce product value by aligning solutions with customer goals and sharing relevant outcomes
• Support account growth by surfacing potential opportunities and contributing to renewal planning
• Share customer perspectives internally to help inform product and content enhancements
• Monitor account activity, flag risks or needs, and assist with proactive engagement strategies
• Contribute to team knowledge-sharing, onboarding efforts, and process improvement initiatives

Customer Success Manager, Clinical Solutions

• Under the general direction of the designated Manager, the Architect II – Solutions is responsible for designing and delivering IT solutions within the Salesforce / Experience Cloud ecosystem that support the GPO (Group Purchasing Organization) business team
• This role leverages the architectural roadmap and standards of the organization, ensures seamless integration with the existing CRM portfolio, and drives both the resolution of technical debt and the design of future-state solutions aligned to evolving business requirements
• As a key member of the CRM Delivery team, this architect serves as the technical authority for Salesforce platform decisions and provides strategic direction for the continued maturity of our CRM capabilities
• Provides technical leadership and architectural vision for the Salesforce / Experience Cloud platform, ensuring solutions are scalable, maintainable, and aligned with enterprise standards
• Designs and documents future-state architectures that address current business challenges and anticipate the evolving needs of the GPO business team
• Evaluates the existing Salesforce environment to identify, prioritize, and remediate technical debt — improving platform performance, reliability, and supportability
• Develops feasibility analyses, business case justifications, and architectural options — effectively communicating trade-offs and recommendations to business stakeholders and development teams
• Partners closely with the GPO business team and other internal stakeholders to deeply understand business requirements, pain points, and strategic objectives
• Translates complex business needs into well-defined system and platform solutions within the Salesforce ecosystem (Service Cloud, Experience Cloud, and related technologies)
• Works with outside service providers, Salesforce consultants, and vendors to support ongoing CRM initiatives and platform enhancements
• Coordinates and contributes to the development and maintenance of CRM architecture models, standards, patterns, and best practices for use across the CRM Delivery team and broader enterprise
• Provides direction, mentorship, and technical guidance to developers and team members working within the Salesforce platform
• Ensures solution designs comply with established architectural standards, security requirements, and Salesforce platform governance guidelines
• Participates in enterprise-level strategic and operational planning, representing the CRM platform perspective
• Stays current with Salesforce platform releases, roadmap updates, and emerging capabilities (e.g., new Experience Cloud features, automation tools, AI integrations) to inform architectural decisions
• Fosters a culture of innovation and continuous improvement, identifying opportunities to leverage native Salesforce capabilities and reduce custom complexity
• Serves as a trusted advisor and consultant to the CRM Delivery organization on matters of platform architecture and technical strategy
• Provides coaching, mentoring, and overall leadership to direct reports
• Works closely with direct reports on strategic planning, budgeting, resource allocation, and weekly status reporting

Architect II – Solutions, CRM / Salesforce

• Respond to customer inquiries via chat or email
• Provide accurate information on services and policies
• Resolve routine issues such as subscription status updates, refund requests and billing inquiries
• Escalate complex cases to higher-level support when necessary
• Follow clear guidance given by the leadership team when appeasing customers
• Empathetic to customers’ needs but understanding of the business’ bottom line
• Collect and share feedback to external teams to ensure the needs of the customers are being met

Customer Success Associate, Tier 1 – Temporary, Part-Time Weekend

• Lead strategic relationships for a portfolio of enterprise clients, serving as a senior point of contact and trusted advisor throughout the customer lifecycle
• Develop and execute customer success strategies that improve retention, adoption, customer satisfaction, and long-term account growth
• Coach, mentor, and provide day-to-day guidance to Customer Success Managers, helping elevate team performance and consistency
• Partner closely with Sales, Product, Support, Operations, and Leadership to align on customer priorities, escalations, renewals, and expansion opportunities
• Oversee executive business reviews, success planning, and high-impact customer meetings with confidence and strong executive presence
• Identify customer risks proactively through account health indicators, engagement trends, and feedback, and drive action plans to mitigate churn
• Establish and refine scalable processes, playbooks, and standards across onboarding, adoption, escalation management, and ongoing account engagement
• Analyze customer success metrics and team performance data to identify opportunities for operational improvement and stronger business outcomes
• Help distinguish between support issues, product gaps, and strategic enhancement requests, and influence internal prioritization accordingly
• Serve as the voice of the customer internally by translating client feedback into actionable insights for cross-functional stakeholders

Associate Director, Customer Success

• Identify and build new business
• Reframe the client’s thinking and build consensus for Microchip’s solutions
• Utilize Microchip’s Client Engagement Process to drive design wins to revenue at select target clients
• Use insight and consultative selling techniques to teach customers about their industry
• Drive the company business relationship with the assigned clients
• Identify the key client stakeholders and coach those stakeholders to build consensus
• Contribute and participate within a global team environment
• Communicate effectively with Microchip product divisions providing quantifiable feedback and ROI

Principal Client Engagement Manager

• Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
• Troubleshoot issues related to offers, account access, and platform navigation
• Escalate complex issues to the appropriate team with full context and documentation
• Maintain detailed records of user interactions in our support CRM
• Identify recurring issues and report patterns to the product team
• Contribute to the help center by writing and updating FAQ articles
• Deliver consistently high CSAT scores through genuine, solution-focused support

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Customer Success Manager

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Senior Customer Success Manager

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Customer Relationship Management Lead

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Senior Customer Success Manager

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Customer Success Associate, Tier 1 – Temporary, Part-Time Weekend

Associate Director, Customer Success

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