Customer Success Manager, Kalderos

• Our ideal Customer Success Manager is a self-motivated advocate for customers who is passionate about establishing the best and leading practices in delivery with a high degree of consistency
• Bachelor’s degree in business, science, technology, or healthcare administration field, or equivalent experience
• 5+ years of professional experience building and maintaining customer relationships
• 3+ years of demonstrated experience in administering and/or implementing medical claims, healthcare data management, or similar SaaS/cloud-based product
• 2+ years of experience working with Salesforce or equivalent CRM system
• Confident, high energy, self-motivated, and a true team player
• Excellent organization skills with the ability to work independently, prioritize, and multi-task with minimal direction
• Proven track record of establishing oneself as a strategic trusted advisor to industry-leading customers
• Demonstrated success in managing and facilitating customer renewals from start to finish
• Ability to articulate complex concepts to varying audiences with excellent communication skills via phone, email, and in-person meetings
• Ability to persuade others, create a compelling point of view, and defend it with customers and internal stakeholders
• A sense of timeliness and urgency to address issues and resolve them expeditiously
• High standards for excellence and strict adherence to policies, controls, procedures, and timelines
• Proven track record of success in an ambiguous and dynamic environment
• Proven track record of success in creating strong internal and external relationships
• Strong analytical skills with the ability to process and interpret product utilization data and customer requirements, to help drive adoption and ROI
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)
• Experience with data manipulation/data analysis using Tableau, Power BI, or SQL
• Strong project management skills with the ability to effectively handle multiple escalations and priorities at once
• Ability to travel for client and internal meetings as needed (10% - 25%)

Desirable

• We're looking for a Customer Success Manager who will ensure customers have a positive experience by providing excellent customer service, offering general support for their use of Kalderos’ applications, and facilitating process improvement efforts to enable Kalderos to scale effectively
• As a Customer Success team member, the Customer Success Manager collaborates with our customers to enhance value delivery after the sale
• You play a crucial role on the Kalderos team by achieving satisfaction, utilization, and growth, ultimately driving retention and expansion
• In this position, you will work closely with cross-functional internal stakeholders to nurture proactive partnerships and deliver best-in-class services
• The Customer Success Manager approaches opportunities and challenges with equal enthusiasm, focusing on building and maintaining strong customer and internal relationships, and is committed to providing only the highest quality of customer service
• Support customers through the customer lifecycle by providing ongoing support as they interact with our products and services that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Pricing Program
• Build strong, long-term relationships with customers and optimize client adoption and product utilization through education, training, and a deep understanding of the customer’s goals and motivations
• Serve as a product, company, and industry ambassador, keen on educating prospects and customers on the capabilities of Kalderos products
• Develop a strategic value plan for each customer based on their goals and constraints in partnership with sales
• Schedule and host meetings with customers and internal stakeholders for status updates and business reviews to ensure customers optimize the use of our solution, issues are resolved proactively and customer goals are met
• Report and monitor success through key metrics presented in internal and external business reviews
• Evaluate risk management for each customer and proactively prevent and address dissatisfaction or lost business and ultimately drive retention throughout the customer lifecycle
• Leverage and analyze complex data sets to gain and provide insights to help drive adoption and ROI and respond to customer needs
• Own customer renewals; partner with sales on upsells and cross-sells
• Minimize customer escalations through proactive account monitoring and stakeholder engagement/management
• Raise critical customer concerns and work with design, product, and data management teams to resolve key issues promptly and propose alternate solutions as needed
• Provide insight and relay the voice of customers with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering
• Keep customers informed on new features, functions, and procedure changes with Kalderos’s solutions
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes