Customer Success Manager

JOB SUMMARY

Medcor is looking to hire a full-time Customer Success Manager. This is a remote position. The schedule will be Monday - Friday, 8:00am - 5:00pm CST, and will include some travel. The Customer Success Manager is responsible for meeting customer expectations, ensuring customer satisfaction and retention, and identifying opportunities for improvement and new business. This role serves as a key contact for customers and works closely with internal teams to resolve issues and maximize the value of Medcor's products and services.

MAIN DUTIES & RESPONSIBILITIES

- Proactively build relationships with customers through regular communication, represent customer interests, and ensure successful implementation of Medcor services.
- Develop a comprehensive understanding of both Medcor's and the customer's markets, competitors, pricing, and value propositions to help customers maximize the value of products and services.
- Collaborate with internal teams to understand client definitions and metrics for success.
- Meet with customers to understand their goals and priorities, and set clear expectations and objectives.
- Escalate customer issues to the appropriate departments for resolution and serve as a liaison to ensure efficient and timely resolution.
- Review deliverables with customers, including stewardships and Quarterly Business Reviews, to ensure quality standards and customer expectations are met.
- Proactively address recurring issues based on customer feedback and escalate as needed.
- Manage and deliver against account goals within the defined strategy.
- Collaborate with the sales team to identify upselling and cross-selling opportunities during contract renewal to drive revenue growth.
- Cultivate and maintain strong relationships with key stakeholders at customer organizations.
- Ensure successful implementation of new site/service and effectively communicate scope and service level expectations.
- Provide regular updates on service performance, contract status, risk level, and changes in customer data and contacts.
- Address billing and invoicing questions and collect on delinquent accounts.
- Complete additional tasks, duties, and projects as assigned.

MINIMUM REQUIREMENTS

Education:
- High School diploma or equivalent.

Work Experience:
- 2 to 4 years of experience in account management, customer service, or operations.
- Proven track record of driving measurable customer outcomes and success.
- Familiarity or knowledge of negotiating renewal contracts.
- Familiarity or knowledge of Customer Relationship Management (CRM) technology.

Skills/Abilities:
- Excellent interpersonal and communication skills, both written and oral.
- Critical thinking and problem-solving skills.
- Ability to understand critical customer business drivers and design solutions accordingly.
- Ability to build constructive working relationships.
- Strong leadership and emotional intelligence.
- Ability to focus on results and achieve desired outcomes.
- Proficiency in Microsoft Office.

Base compensation starting at $70,000 annually, with additional earning potential based on experience and qualifications.

PREFERRED REQUIREMENTS

Education:
- Associates degree. Relevant experience may be considered in lieu of a degree (total of 6 years of experience).

Work Experience:
- 4+ years of account management, customer service, or customer success experience.
- Knowledge or experience with Workers Compensation, Healthcare System, and On-site Occupational Healthcare.
- Experience negotiating renewal contracts.

Medcor also offers a full benefits package that includes health, dental, vision, and life insurances; paid time off, 401K, wellness programs and much more!

Medcor is a tobacco free and smoke free workplace!

EOE/M/F/Vet/Disability

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.