The company Health Customer Success Manager is responsible for overseeing an assigned portfolio of the company Health customer accounts with a focus on continuous improvements to customer adoption and experience. This role facilitates contract renewals, increased customer satisfaction, service level attainment, and incremental revenue growth. The Customer Success Manager oversees customer experience through the customer lifecycle and is accountable for the overall operational success of the customer using the company Health solutions and services. They seek and identify opportunities for ongoing improvement and simplification in business operating procedures, leading to improved effectiveness of the organization and optimization of the company Health product/system use, adoption, and value realization. The Customer Success Manager develops, tracks, and manages priorities and committed actions to ensure progress on identified opportunities.
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Responsibilities
- Develop long-term partnership with clients to ensure they remain successful by realizing the full value of their investment with the company.
- Maintain a high level of client satisfaction by being a liaison between clients and the company's internal operations.
- Identify product expansion/up-sell opportunities.
- Work with larger clients.
- Act as mentor to newer CSMs on a voluntary basis.
- Grow the overall culture and practice of customer success within the company Health by participating in key initiatives and leading the building of CS tools and enablers.
Metrics for Success
The CSM will be measured on:
- Strong Success Plans for their customer or portfolio of customers
- Referenceability
- Success Stories
- ARR retention and growth
- Contract renewal rate
- Code currency
- Sales Leads generated
- Overall customer satisfaction
- Customer performance on KPIs relative to peers
Location
United Arab Emirates
