Customer Success Manager

Join the Team Where Talent and Passion Improve Cancer Care

Join our team and be part of an exciting, rapidly growing company that is making a difference in the fight against cancer. We are looking for a Customer Success Manager with high energy, who is a self-starter and energized by working in a dynamic environment. This role reports to the VP of Operations and Customer Success at our offices at ATDC in Atlanta, GA.

Our team needs an enthusiastic individual who can help us grow a world class Customer Success program while also handling high visibility strategic projects and customers. The successful candidate for this role understands the value of a strong customer success program and the hands-on experience necessary to create raving fans by being a good listener and astute problem solver, while having great people skills and a strong understanding of product knowledge to offer quick and accurate assistance to customers.

Excited to learn more? Apply using the form provided below.

Customer Success Manager Position Details

Essential Duties and Responsibilities

  • Define and optimize customer journey
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, QBR process, “listening” points (e.g. on usage, NPS), and others
  • Standardize the template for a Success Plan for customers
  • Create effective customer service procedures, policies, and standards.
  • Identify opportunities for continuous improvement
  • Drive true value for customers
  • Create and drive proactive customer engagement programs to ensure realization of value
  • Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
  • Supporting management of the client relationship by fostering an environment which will lead to additional product adoption with the client base
  • Develop trusted relationships with decision makers with each assigned customer and serve as the lead point of contact.
  • Understand each customer’s strategic goals and advertising tactics to make strategic and tactical recommendations based upon OncoLens’ products and services.
  • Gather valuable feedback from clients for continual product improvements.
  • Maintain expertise on industry trends/practices and competitive landscape.
  • Play a critical communications role by regularly interacting with customers to clearly and succinctly communicate insights.
  • Provide training for as needed, on all aspects/roles of the application
  • Lead cross-functionally to drive customer success.
  • Work with internal teams to balance, meet and exceed customer expectations and perceptions.
  • Work closely with Product and Engineering teams on the identification and tracking of enhancement requests for future features and functionality.
  • Help foster company-wide culture of Customer Success.
  • Partner with Sales to develop a plan for customer success and expansion for each customer to achieve growth goals. Drive alignment with Sales.
  • Give feedback to Sales and Marketing on prospecting approach.
  • Define CSM involvement during sales cycle.
  • Create dashboards to measure customer success.
  • Own key metrics for your team.
    • Renewal Rate
    • NPS
    • Product adoption metrics
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Recruit, mentor, inspire, and lead a world-class team.
  • Be the team leader for Customer Success and Customer Support.
  • Set expectations on performance and give feedback.
  • Set up training and mentoring to grow team.
  • Create culture of massive customer delight.
  • Define segmentation of your customer portfolio as appropriate.
  • Define different levels within the team.
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs.
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
  • Manage the approved budget of the customer service department.

Key Competencies

  • A minimum of 5 years’ proven experience in a customer service position.
  • Proficiency in Microsoft Office and customer service software.
  • Good understanding of management practices and techniques.
  • Excellent leadership and interpersonal skills.
  • Superior problem-solving skills
  • Strong written and verbal communication skills.
  • Excellent organizational skills and ability to efficiently handle multiple issues at once.
  • Strong business acumen and understanding of department’s role in organization.
  • Strong interpersonal, presentation, and communication skills and comfortable interacting with physicians and hospital leadership.
  • Knowledge of healthcare operations; preferably a cancer center.

Excited to learn more? Apply using the form provided below.

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