SRS Health

Customer Success Manager

Job ID
2018-1316
Location
US-NJ-Montvale

Overview

About the Role:

 

The Customer Success Manager (CSM) is responsible for creating an end user experience that is second to none in our industry. Through regular communication, the CSM will understand what each client expects from SRS Health and help them realize that vision all while creating value and fostering loyalty.  The CSM will serve as a bridge between our end users and numerous departments within the organization such as Account Management, Support and Product Management. Through insight received while building these relationships, the CSM will ultimately, serve as the voice of the customer, aiding SRS Health in making customer-centric decisions that will drive the company forward.   

 

About Us:

 

SRS has been a pioneer in healthcare IT technology since 1997. Our mission is to advance specialized healthcare by developing, delivering, and supporting intelligent data solutions that allow physicians to deliver outstanding patient care for a healthier future.

 

As a Microsoft Gold Partner, we set the loftiest standards for ourselves. Every member of our team of highly qualified and highly motivated professionals is driven to fulfill that mission by developing creative solutions and providing unparalleled customer service. That’s one reason our clients love us.

 

Another factor that drives our superior customer satisfaction: phenomenal retention of our phenomenal team members. We believe that employee satisfaction is critical to achieving our mission, so we provide competitive compensation, professional development, career advancement opportunities, and a supportive team-based atmosphere. We also provide a full range of health related benefits, including medical, dental, vision, 401K and flexible spending accounts. And we offer work-life enhancements like summer hours, casual dress code, and monthly team celebrations.

 

SRS has been recognized by Deloitte’s Technology Fast 500™ and the Inc. 5000 List of Fastest-Growing Private Companies – thanks to the tireless efforts of our team. If you are a talented professional and our mission speaks to you, please speak to us!

Responsibilities

  • Increase customer retention through regular check in calls and strategic business reviews
  • Proactively conduct  “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
  • Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
  • Develop a trusted advisor relationship with customers to ensure goals are aligned from a business strategy perspective and success metrics are identified
  • Work closely with your Account Management counterpart to develop a joint success plan for your customers
  • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention
  • Work closely with Product and Engineering on identification/tracking of enhancement requests
  • Handle escalations and work across teams to resolve issues
  • Conduct onsite visits with customers to build relationships and better understand the way each practice works

Qualifications

  • Must possess a 4 year degree from an accredited institution or have equivalent work experience.
  • Strong technical skills and the ability to understand complex software.
  • 2+ years’ experience in sales or customer service. 
  • Ability to maintain a high volume of daily calling. 
  • Outstanding interpersonal skills, writing skills, and telephone skills. 
  • A strong team player who can also work independently. 
  • Must possess high level attention to detail.
  • Ability to travel 25%.

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