drjobs Customer Success Manager

Customer Success Manager

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1 Vacancy
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Job Location drjobs

Milwaukee, WI - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Description

ECP is a marketleading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 7500 communities around the world. Were looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

Senior living is deeply underpenetrated with software and ECP is one of the industrys largest and fastestgrowing software companies. Our mission is to build worldclass software that improves the quality of life for seniors and improves clinical business compliance and operational performance for our customers.

We are looking for a Customer Success Specialist to drive the creation and implementation of programs to drive strong engagement with the ECP customer base including customer newsletters developing webinars to support product knowledge and updates leading coordination of a customer advisory board and ensuring we have the right operational processes to gather data that informs us of customer health. This is a new role were creating which will have a meaningful impact on how we partner with our customers as we continue to grow.

Our team is based in Milwaukee but we are open to this position being fully remote.

  • Partner with internal teams to ensure worldclass experiences for our customers throughout their lifecycle
  • Own the client experience postimplementation focusing on client growth satisfaction retention and expansion opportunities
  • Hold QBRs with key stakeholders prevent churn and improve on renewals
  • Serve as a product expert guiding customers on best practices and helping them leverage ECP features to overcome challenges
  • Establish yourself as a trusted advisor to foster longterm partnerships and work with secure stakeholders
  • Ensure that all customers derive maximum value from their investment with ECP leveraging success plans to demonstrate ROI
  • Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives
  • Monitor account health across a book of accounts and lead project management opportunities that contribute to client adoption utilization and growth.
  • Take client satisfaction to the next level by acting as your clients internal advocate
  • Garner customer feedback and internally communicate strategic themes and requests to product marketing and other teams
  • Be an exceptional communicator not only towards the customer but internally too to appropriately manage customer concerns
  • Work with the product team to provide customer feedback to improve our product
  • Work with customers to develop new case studies and other sales and marketing resources
  • Maintain and improve customer success tools processes and workflows to drive operational efficiency and effectiveness


Requirements
  • Bachelors degree required
  • Experience with SaaS products or technology in a customerfacing role or marketing role
  • Strong empathy for customers and passion for revenue and growth
  • Experience working in fastpaced growth environments
  • Proven success in client growth retention and satisfaction and effectiveness at leading and facilitating executive meetings and managing client expectations
  • Excellent storyteller using data and best practices as well as an attentive listener
  • Solutionoriented attitude attention to detail resourcefulness and a strong ability to multitask
  • Superior internal/external customer service and strong collaboration skills
  • Early adopter of tools to streamline workflows
  • CRM experience (HubSpot preferred)
  • Ability to craft written and visual materials in alignment with company brand guidelines and tone
  • Proven problemsolving abilities and a solutionsoriented mindset
  • Enthusiasm for healthcare especially senior healthcare or healthcare for those with intellectual and developmental disabilities

Required Experience:

Manager

Employment Type

Full-Time

Company Industry

About Company

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