Customer Success Manager

The InterSystems Customer Success Management teams mission is to ensure our EndUser Customers (in Health Care Public and Financial Services segments) maximize adoption of our software solutions gain expected and measurable business value and achieve high ongoing satisfaction with our partnership. Customer Success Managers (CSMs) play a critical leadership and role partnering with customers and teams in sales sales engineering client services and support professional services product and marketing to fulfill this mission.

Customer Success Manager (CSM) Key Responsibilities:

• Drive positive and increased adoption across an assigned portfolio of EndUser customers 820 depending on revenue & complexity) to ensure they achieve maximum value from InterSystems solutions.
• Understand and track customers business objectives priorities and value KPIs to ensure adoption activities and our partnership are aligned to deliver against goals.
• Lead proactive adoption activities and deliverables such as MSPs Value Assurance Checkins QBRs and involve sales sales engineering client services & support professional services product and others.
• Build and strengthen customer executive and operating team relationships with key stakeholders (I.e. CIO/CTO Program Sponsor Leads for IT Interoperability Analytics and Clinical outcomes).
• Lead and facilitate postgolive customer cadence calls following strong program management practices ensuring agenda are aligned to drive progress and resolve issues and the right InterSystems experts are involved.
• Act as the program manager on major customer issues requirements and/or expectation gaps that require strong alignment and communication across multiple departments (such as customer support product management development sales engineering sales training/education etc. to deliver successful outcomes.
• Monitor customer health data/KPIs to anticipate major risks/opportunities mobilize and drive resources required to act based on the CSMs assessment.
• Ensure customers are aware educated and capitalizing on contracted product capabilities upcoming fixes/patches security updates and other releases leveraging InterSystems product experts in sales engineering and product management.
• Be viewed as a trusted advisor by consistently providing databacked recommendations to improve adoption and bringing in the right experts.
• Provide voice of the customer feedback to Product Management and Services on improvements and fixes to increase adoption value performance and stability.
• Identify customer use case and solution expansion opportunities as they emerge communicate them to the responsible sales executive and sales engineer to act on.
• Represent and promote core InterSystems values; be respectful of client relationships ensure an excellent relationship based on trust adaptability and integrity.
• Drive Customer Success initiatives such as playbook development Voice of the CustomerNet Promoter Score (NPS) survey and other tools.

Required Qualifications:

• 5 years experience in customer facing roles in customer success professional services or account management focused on software SaaS or managed services.
• 3 years experience in the Healthcare delivery Healthcare insurance operations or Financial Services industries.
• Demonstrated experience managing and nurturing a portfolio of complex customers contributing $5M in ARR and delivering successful KPIs such as NPS NRR Customer Success Stories and References.
• Strong communication skills with demonstrated ability to interact with and present to cross functional senior management stakeholders at customers and internally.
• Strong project management workflow and data analytics skills.
• Strong proficiency working with teams in professional services product management development and technical customer support
• Understanding SaaS/Cloud technologies related benefits and success requirements.

Preferred Qualifications:

• Extensive prior work experience in healthcare and with healthcare technology at a software or implementation consulting company or at a Healthcare provider or Healthcare insurance plan company.
• Strong practical knowledge of HL7 CCD FHIR and other existing healthcare data interchange and interoperability standards.
• Prior work experience leadingcomplex technical healthcare implementation programs to successful golives and managing subsequent transitions to operations.
• Experience with data analysis and BI tools such as Power BI Tableau Qlik SAS R etc.
• Strong familiarity and experience building customer account plans with sales and executing customer success management milestones such as Mutual Success Plans and QBRs.

Education:

Bachelors degree or higher in a technical business management or healthcarerelated field. Advanced degree preferred