Customer Success Manager

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboard, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day. At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry. Within our Customer Experience (CX) organization, we are looking for customer focused individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to help customers solve their business objectives with technology. As a Customer Success Manager (CSM) you are an integral part of the customer success team and will focus on driving customer adoption and expansion of QGenda products. Your primary objectives are to build lasting relationships with customers, to ensure customers maximize the value of QGenda by proactively tackling customer business problems and to create value through driving feature/functionality utilization for the customer. Ultimately, your impeccable service helps to create customer retention and revenue expansion opportunities. How You’ll Make an Impact As a critical member of the Customer Success Team, you will strategically guide customers through their journey with QGenda utilizing a personal touch aided by technology, with the goals of increasing adoption, driving expansion and ensuring customer retention. Key Duties Oversee the client lifecycle and proactively drive adoption of QGenda to ensure ongoing customer satisfaction and retention Work cross-functionally with (Technical Account Managers) TAM’s, Professional Services and Support to ensure all customer requirements are correctly scoped and delivered Build trust and strengthen long term relationships with key influencers and executive stakeholders across your portfolio of customers Design and execute programs to expand and deepen QGenda adoption, usage and value across your customers: including training, enablement, evangelism, and customer internal marketing initiatives Share customer success stories across the company to help inform our Go To Market strategies and partner with QGenda’s marketing team to tell these transformation stories publicly through customer case studies Review incoming customer concerns and drive appropriate get-well plans to improve all aspects of the customer’s QGenda experience Monitor at-risk customers, prioritizing outreach based on QGenda usage data and taking appropriate actions to manage escalations to an efficient resolution Manage and achieve key business metrics including NPS, CSAT, Churn, Health and Adoption as well as appropriate Revenue Retention goals Leverage partnerships with sales organization during expansion opportunities to grow customer footprint Prepare and deliver recurring customer “Business Reviews” with key customer contacts, assessing overall health of relationship as well as business value realized from QGenda’s suite of solutions Who You Are Proven ability to interact across organizations to ensure outstanding service is delivered to customers Create evangelists by listening to customers closely and delighting them with our user experience and service Adept at moving quickly between low level execution and high-level strategic thinking Ability to independently organize own work, set priorities, and meet critical time deadlines Experience You Bring 3+ years of pre-sales customer / account management -OR- 2+ years of post-sales customer relationship management Ability to travel for customer meetings, conferences, and other industry events Not Required, but Nice to Have Experience with Customer Success Platforms (i.e. PlanHat) preferred Success COACHING CCSM Level 1 and Level 2 certifications Experience/exposure to Healthcare market and IT ecosystem What’s In It For You We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes: Fully company-paid options for medical (both in-person and virtual), dental and vision insurance Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance Paid parental leave for birth, adoption or permanent placement 401(k) with company match Options to work in a hybrid-working model or remotely from home, depending on the position Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time. #LI-Hybrid QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law. #J-18808-Ljbffr