Client Success Manager

Position Summary

The Client Success Manager plays a critical role in ensuring the successful implementation, onboarding, adoption, and ongoing success of ConnectCare with Remote Monitoring customers. This involves managing various responsibilities, including project and implementation management to ensure seamless implementations, pipeline management by identifying customer accounts for ConnectCare with Remote Monitoring, account management to drive system adoption and resolve issues, and acting as a software solution product owner for digital tools that enhance client success processes. The primary goal is to continuously improve processes, enhance the customer and employee experience, and drive the success and adoption of ConnectCare customers.  The position's location can be on-site or remote based on business needs.

Duties

    Manage the ConnectCare Pipeline(20%): for a service zone, which includes 1 Area Vice President and 8 to 12 District Service Managers
o    Generate, maintain, and analze pipeline reports to determine focus areas and target accounts. 
o    Lead pipeline meetings ensuring the right customer accounts are targeted and moved through the pipeline in an efficient and organized manner. 
o    Educate District Service Manager and Equipment Service Technicians on the value of ConnectCare with Remote Monitoring 
o    Conduct a ConnectCare portal demo and ensure customer commitment in partnership with the DSM. 
    The CSM will lead the customer demos and the audience often includes SPD leadership (managers, directors, and VPs) 

    ConnectCare Project / Implementation Management (50%)
o    Effectively interacts with all levels of the Sales, Service, Vendor teams and peers to ensure the successful delivery and implementation of SaaS solutions. 
o    Coordinates and oversees the SaaS implementation and manages onboarding for Customers to ensure seamless execution.  
o    Work directly with Customers to develop implementation schedules, project plans, organizes and conducts project kick-off meetings and distributes all specifications and project materials to the Customer.
o    Develops and manages project plans (i.e. project schedules) to ensure project is progressing on time per schedule and communicates project plans including timelines, updates, changes regularly to Customer including identifying potential project delays. Conveys status of projects as requested by leadership and the Customer. 
o    Develops, provides, and interprets appropriate reports (visual management) and metrics for the business relative to implementation schedule statuses and effectiveness.
 

Duties - cont'd

    ConnectCare Account Management (20%)
o    Acts as escalation point for Customer or Field Service to urgently address questions.  Escalates issues if unable to provide resolution ensuring smooth hand off to appropriate team member and a final resolution while maintaining transparency and managing expectations. 
o    Executes Customer onboarding activities – identifying, setting up and training ConnectCare portal users and provides post-implementation support for Customers through check-ins with Customers, webinars, and supplemental training.
o    Develops and maintains training and implementation materials to be utilized by end user.
o    Monitors process performance, Customer usage, and Customer retention.  
o    Maintains/builds implementation and training tools as new releases are implemented.

    Software Solution Product Owner (10%)
o    Business process owner for digital tool used to enable Client Success Processes (e.g., onboarding workflow automation, cybersecurity questionnaire automation, digital adoption platform, etc.).  
o    Lead process design, determine and document process and systems requirements, configure SaaS solution & work with development and support teams to ensure repeatable & consistent Customer experience & process outcomes.

    Other Duties
o    Identifies and defines requirements necessary to enhance the SaaS Implementation process and meet service goals.  Makes recommendations to improve and streamline business processes for implementing and delivering SaaS solutions. 
o    Develops, utilizes, and continuously improves the knowledge base and self-service tools.  Applies lean principles such as problem solving, root cause identification, and developing countermeasures to improve process performance.
o    Maintains collaborative and productive working relationship with Development Team to understand upgrades, changes and enhancements to the software and make recommendations to the business regarding implementation process and strategy.Ensure processes are being followed by Field and Back Office and completed in a timely manner and escalates to appropriate stakeholders as needed. (Such as release service holds on implementation lines as work is completed, Disengagement Reports, Weekly Status Reports, new Cycle Export equipment added to Siebel)  
 

Required Experience

•    4 year Degree and 5+ years of relevant work experience
•    3 years project management experience – from kickoff to completion
•    3 years Customer/Client service experience 
•    Certification as a Project Manager Professional (PMP) preferred
•    Sales or Account Management experience preferred
•    Ability to work effectively with Customers, field service, back-office teams including being flexible/adaptable to Customer’s preferences in terms of communication, schedule, training needs, etc. to ensure a desired experience 
•    Customer first, service mindset, and the ability to build relationships with internal and external Customers. Demonstrate authenticity and honesty with our Customers. 
•    Demonstrated strong project management leadership skills - driving multiple projects through to completion and post go-live phase, resilience such as the ability to work through challenges and setbacks
•    Ability to lead a pipeline process: lead meetings and advise District Service Managers on what customer accounts to target for ConnectCare with Remote Monitoring. Conduct customer demos to showcase the value of ConnectCare and secure the customers commitment to move forward with the solution.
•    Strong aptitude to new technology and continuous improvement focused. Strong computer skills with knowledge of Microsoft Office software products.
•    Demonstrates excellent verbal and written communication, both with internal employees as well as Customers.
•    Excellent organizational and time management skills.
•    Must be a highly motivated, self-starter who can work in a fast-paced environment and handle multiple projects simultaneously.

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