Level II Client Success Manager

Level II Client Success Manager

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of two legacy cultures, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work.

This position is hybrid if local to our office in Alpharetta, GA or Scottsdale, AZ.

Alpharetta, GA - 1125 Sanctuary Parkway, Ste 220, Alpharetta, GA 30009

Scottsdale, AZ - 18700 N. Hayden Rd, Ste 230, Scottsdale, AZ 85255

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly named company is dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

Our Level II CSM manages a portfolio of middle market healthcare food service accounts, which typically present a balance of operational and strategic needs. These clients often require system optimization, operational efficiency, and reliable performance, while still offering opportunities to expand adoption across departments. The role focuses on building trusted relationships with key stakeholders, providing consultative guidance on best practices, and ensuring that client goals are met through consistent value deliver.

Key Attributes:

• The below attributes are the keys to a successful CSM at Illumia:
• Inquisitive / Mindfully Curious - You seek to understand what winning looks like for each client
• Ownership Mindset – you bring grit and growth mindset to your role
• Connector – you build trusting and lasting relationships with your clients, enabling your champions and influencing your executive decision makers.

Job Duties and Responsibilities:

Customer Onboarding

• Work with our Sales and Implementation team members to generate seamless handoffs between groups:
• Confirming and aligning business goals and expected outcomes
• Defining the strategy, key metrics and milestones via Client Success Plans
• Identify the key buyers, influencers and decision makers within our clients' organization and understand their roles, workflows, and how each contribute to the organization's success.
• Address any post-implementation changes uncovered through client consultation and discovery calls.

Driving Time to Value

• Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life.
• Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives
• Proactively inquire and address challenges they're facing that's preventing them from achieving their goals.

Optimization & Growth

• Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client.
• Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges.
• Consistently bring a strategic lens to educate our clients in 3 ways:
• Market Lens: educate your clients on what's happening in the hospital industry and how it relates to them
• Business Lens: understand our clients' strategic objectives and advise on what they should be thinking about next
• Product Lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently. Advise and educate through best practices and performance benchmarking.

Add'l Responsibilites, as needed

• Proactively address red-flag and re-engage customers through training, chairside and strategy sessions.
• Partner with Technical Support to communicate effectively with clients on outstanding issues
• Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement.
• Communicate with customers on system upgrades and new features that relate to their objectives.
• Provide deep Illumia knowledge that is communicated with accuracy and confidence internally and externally. Become an expert in recruitment technology and workflow to deliver consultative solutions to customers.
• Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach.
• Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives.

Travel

• 15%-20% of key accounts.

Our leaders are Humble, Hungry, and Smart:

Humble: The right leaders for Illumia don't need to own the spotlight — they share credit, define success collectively, and are quick to elevate the contributions of others. This is a company that still writes its story. The leaders who thrive here find energy in building something together, not in being recognized as the smartest person in the room.

• Hungry: We are not looking for caretakers. We are looking for leaders who are restless about what's possible, self-motivated to close the gap between where we are today and where we need to be, and who are already thinking about the next opportunity before anyone asks.
• Smart: At Illumia, our leaders must operate across a complex, distributed organization spanning multiple product lines, two legacy cultures, and thousands of customers with competing priorities. Technical skills matter, but the ability to read a room, build trust across functions, and bring people along is what separates a great leader from one who burns the organization out.

Additional Requirements

• Bachelor's degree from a 4-year accredited college or university.
• 4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider.
• Skilled at building lasting relationships with customers and providing superior value and follow up.
• Excellent presentation, written and oral communication skills.
• Adaptable to frequent change.
• Strong technical aptitude.
• Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication
• Experience in hospital operations solutions is a HUGE plus
• Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook.
• Working knowledge of SalesForce.com or similar CRM system.

This position is classified as Exempt under the Fair Labor Standards Act (FLSA) and applicable state wage-and-hour laws.

What you get when you join our team:

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Comprehensive employee assistance program (EAP)
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Your personal information will be handled in accordance with Illumia's Candidate Privacy Notice

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.