Customer Success Manager
As a Customer Success Manager at Medicat, you will be responsible for cultivating and nurturing relationships with our customers to ensure their success with our products/services. You will serve as the primary point of contact for customers, helping them achieve their goals and derive maximum value from our offerings.
Role & Responsibilities
Customer Engagement: Build and maintain strong relationships with customers through regular communication, including meetings, emails, and phone calls. Understand their unique needs, challenges, and objectives.
Product Knowledge: Develop an in-depth understanding of our products/services to effectively advise customers on how to utilize them to meet their specific needs.
Customer Management: Take ownership of customer accounts, ensuring they are satisfied with Medicat. Monitor customer usage and identify opportunities for upselling or cross-selling, liaising with sales team as needed. For new customers this includes managing the onboarding process, coordinating with Onboarding Specialists and other internal stakeholders (e.g., IT).
Issue Resolution: Address customer inquiries and concerns promptly and effectively, coordinating with internal teams as needed to resolve issues and ensure a positive customer experience.
Customer Feedback: Gather feedback from customers to understand their pain points and suggest product/service improvements. Advocate for the customer within the company.
Customer Retention: Proactively identify at-risk customers and take corrective actions, escalating as needed to develop customer retention strategies.
Metrics and Reporting: Track and analyze customer success metrics, such as customer satisfaction, usage patterns, and renewal rates. Provide regular reports to the management team.
- 3+ years Ambulatory PM/EHR software experience with strong understanding of clinical workflow.
- Proven experience in a customer-facing role, preferably as a Customer Success Manager or Account Manager.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to work independently and as part of a team.
- Proficiency with CRM software (e.g., Zendesk, HubSpot) is a plus.
Medicat offers a competitive salary, comprehensive benefits package, and a positive, collaborative work environment where your contributions will make a significant impact on both customer satisfaction and company success.
Medicat is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of responsibilities and qualifications. Management may revise the job description or require other tasks to be performed when the circumstances of the job change.