Customer Success Manager

Customer Success Manager

The Customer Success Manager is responsible for successful implementation, on-going client management, KPI achievement, program renewal and feature upsell, ensuring timely and profitable results for both our customers and Medisafe.

Key responsibilities include:

• Skilled project and client relationship management to drive measurable financial and strategic results for our clients and Medisafe, ensuring renewals and product enhancement upsell.
• Manage the client to maintain scope creep, assess risk, ensure renewal and upsell of new and valuable functionality.
• Ensure client satisfaction and retention so each is referenceable and a Medisafe raving fan.
• Gain deep understanding of Medisafe platform functionality, capabilities and value.
• Gain deep understanding of client staffing, organization chart, buyer priorities and uncover opportunities to cross-sell Medisafe platform to additional business units, brands, and regions within a client's organization.
• Work with client to create, plan and execute marketing programs that expand user adoption of Medisafe and client's products, achieving/exceeding growth KPI goals for both Medisafe and our clients.
• Collaborate with client project team to establish trusted advisory relationships, foster consensus and resolve organizational barriers.
• Act as "General Contractor" with Medisafe cross-functional teams ensuring timelines and project scope are met. At all times, protect the interests of Medisafe and its team members.
• Ensure routine documentation of product deployment, workflows, analytics, team processes, etc.
• Synthesize user and client feedback into clear and actionable recommendations to impact Medisafe's broader strategy, business model, and business development.
• Assess, mitigate and communicate to the VP Partner Success any risk in renewing existing contracts.

Education/Experience:

• Bachelor's degree
• Minimum 3 years of healthcare experience. Digital Health and/or Pharma experience is a plus.
• Exposure to large, complex organizations – heavily regulated, often bureaucratic organizations with track record for getting them to move more quickly.
• Strong track-record of establishing long-term relationships with key influencers in the healthcare space.
• B2B experience is required; B2B2C and B2C experience is a plus
• Attention to detail is critical for best-in-class service delivery
• Excellent written and verbal communication skills including the ability to explain complex concepts in simple terms to clients, adapting to different cultural communication styles, and often in a group setting
• Analytically grounded with experience using relevant software for measurement, project management, analysis, and optimization
• Independent, self-starter who thrives in startup environments (resourceful, creative, passionate, adaptable, embraces challenge, etc.)
• Mission driven and motivated by helping people live longer, healthier and happier lives
• Embraces diverse cultures throughout the world
• Willing to travel up to 10-25% nationally and potentially internationally considering safety conditions.

Position competencies:

• High Standards and Accountability: Acts with the highest level of integrity and delivers personal and team performance that is nothing short of the best
• Organization and Planning: Plans, organizes, schedules and budgets effectively to ensure all milestones are delivered on time and within budget
• Persistence: Demonstrates tenacity and willingness to go the distance to get things done
• Persuasion: Able to convince clients, clients and colleagues to pursue a course of action
• Collaboration: Proactively engages peers and others to establish trusting, productive working relationships and collectively tackle business challenges