• Customer Success Manager - Healthcare

    Job Locations US-MI-Detroit
    ID
    2018-5316
    # of Openings
    1
  • Overview

    GrowthMindset is seeking a Customer Success Manager for a direct hire position located in Detroit, MI. This person will be responsible for managing the ongoing relationship with a select group of healthcare customers, ensuring their success throughout their lifetime, from their initial pilot implementation of the product products through the full deployment process. You will jointly develop, with your customers, the success metrics that will be measured and reviewed continually with the customers.

    Responsibilities

    • Develop a Trusted Advisor relationship with customers
    • Advise and oversee customer growth, training and development of best practices to continually drive business value and return on the customer’s investment
    • Be the primary point of contact and escalation for the customer
    • Coordinate cross-functional support for customers, including healthcare subject matter experts, solution architects, data scientists, product managers, and executives
    • Increase customer adoption rates and end user utilization rates
    • Identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk
    • Develop customer references, case studies and testimonials
    • Serve as customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business
    • Work closely with internal resources on escalation and resolution processes for critical customer issues
    • Develop and maintain long-term relationships with stakeholders within assigned accounts
    • Create and deliver monthly/quarterly customer successes scorecards, and provide recommendations for continued optimization
    • Accurately forecast renewals and up-sells
    • Track customer activity in Salesforce

    Qualifications

    • Bachelors or advanced degree is a plus
    • 7+ years of experience in a Customer-focused Account Management role in the healthcare industry
    • Track record of success growing and retaining customers
    • Ability to deeply understand customer needs and solve problems
    • Comfortable in a fast-paced start-up environment
    • Experience using a CRM, ideally Salesforce
    • Willingness to travel within US Region, e.g. MidWest, Pacific NorthWest
    • Data analytics, including machine learning experience a plus

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