Client Success Specialist IV

The Customer Success Manager is responsible for overseeing an assigned portfolio of customer accounts, focusing on continuous improvements to customer adoption and experience, facilitating contract renewals, increasing customer satisfaction, and driving incremental revenue growth. This role aims to maximize adoption of solutions and identify product expansion opportunities through high-value relationships with clients. As the Customer Success Manager, you will oversee customer experience throughout the lifecycle and ensure overall operational success in utilizing solutions and services. The CSM seeks and identifies opportunities for ongoing improvement and simplification in business operating procedures, leading to enhanced effectiveness of the organization and optimization of product/system use, adoption, and value realization.

Responsibilities include developing long-term partnerships with clients to ensure they realize the full value of their investment, maintaining high client satisfaction by acting as a liaison between clients and internal operations, identifying product expansion and up-sell opportunities, providing input into CSM methodology for larger clients, and mentoring newer CSMs voluntarily.

Requirements include a Bachelor’s or Master’s degree in IT, HealthCare, or a related field, or equivalent relevant work experience, with at least 8+ years of experience in software implementation/support. Experience in Healthcare information technology consulting, support, project/program management, and client relationship management is essential, along with fluency in English. Preferred qualifications include experience, client relationship/service management experience, and experience working in Support Sales, Application Managed Services, and business units.

Work conditions require willingness to work 100% from client location, to work additional or irregular hours as needed, to comply with corporate/security policies, and to perform other responsibilities as assigned.