Customer Success Lead, CentralReach

• An understanding of Customer Success and CS metrics
• An ability to build positive relationships internally and externally
• Ability to work well with others and collaborate effectively
• Strong customer relationship building skills
• Strong organizational skills
• High degree of conflict resolution
• Strong project management skills
• Clear and effective communication, negotiation, and presentation skills
• Ability to be empathetic, but assertive at the same time
• Ability to work in a fast-paced, team environment with a high sense of urgency
• Ability to independently prioritize work and shift priorities as needed to meet deadlines
• Self-motivated with a sharp analytical mindset, capable of insightful problem-solving
• Quick learner
• Ability to stay composed in tough situations, maintaining professionalism throughout
• Enthusiastic about professional growth
• College degree and/or relevant client facing experience
• 1+ years previous experience in a client facing role such as: Customer Support, Customer Success, Account Management, Onboarding, Professional Services, Clinic Director, Ops Manager, Client Services Coordinator, Client Relations Manager, etc

Desirable

• As a Customer Success Lead (CSL), you will be responsible for building relationships and strengthening overall product adoption and engagement with our customers
• You'll work closely with key stakeholders to understand their business objectives, acting as their trusted advisor in using CentralReach effectively toward their desired outcomes
• As an advocate for your portfolio of customers, you'll liaise between our customers and our internal organization, ensuring that needs and/or requirements considered critical to the success of these customers are communicated and managed
• As a Level 1 CSL, you'll focus on developing and mastering foundational skills
• This initial level requires that you have demonstrated a deep understanding of relationship building, conflict resolution capabilities, and can work collaboratively both internally and externally
• Through proficiency in targeted key accountability areas, you'll not only excel as a Level 1 but also pave the way for future career growth along clear pathways for advancement
• Maintain a positive client health score and NPS
• Manage relationships throughout various customer lifecycles and stages
• Proactively engage with assigned book of business, aligning recurring activities with associated playbooks
• Consistently meet established Customer Engagement and Growth KPI’s
• Influence and drive customers towards Best Practices, ensuring adoption and optimization across various parts of the system
• Stay up to date with the latest features, product updates, and releases to ensure comprehensive knowledge and expertise are maintained to keep customers well informed
• Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsells
• Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives
• Act as the voice of your customers to ensure that their concerns and feedback are heard
• Maintain strong relationships and understanding of customers to identify risks early and activate associated playbooks
• Prioritize and complete high-impact team assignments and initiatives as they are assigned

• As part of our hiring and security protocols, candidates hired into fully remote roles are required to participate in an in-person interview or face-to-face meeting prior to their first day of employment