The Customer Success Manager (CSM) 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. The CSM seeks and identifies 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 CSM develops, tracks, and manages priorities and committed actions to ensure progress on identified opportunities.
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Additional responsibilities include:
- Cultivating strong partnerships with key internal and external stakeholders.
- Leveraging relationships to achieve positive outcomes and incremental revenue growth within assigned customer account portfolio.
- Measuring success based 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
The CSM is expected to grow the overall culture and practice of customer success within the company Health by participating in key initiatives and mentoring junior CSMs.
Location: Saudi Arabia
Requirements:
- Bachelor's or Master’s degree in IT, HealthCare, or related field, or equivalent relevant work experience
- At least 10+ years of software implementation/support work experience
- Experience in healthcare information technology (HCIT) consulting, HCIT support, project/program management, client relationship management, or other client-facing or HCIT solution work experience
- Fluent in English
Expectations:
- Willing to work 100% from the client location
- Willing to work additional or irregular hours as needed and allowed by local regulations
- Work in accordance with corporate and organizational security policies and procedures
- Understand personal role in safeguarding corporate and client assets and take appropriate action to prevent and report any compromises of security within the scope of the position
- Perform other responsibilities as assigned.
