Customer Success Manager, PocketHealth

• Experience in a customer-facing role like Sales, Customer Support or similar where customer experience is a key focus. Our CSMs are responsible for delivering the best possible experience for our hospital/clinic partners and their patients
• Education in & passion for healthcare. Whether it be an undergrad in a related field, a certificate of some sort, or some courses on Udemy - we want to know that you're passionate about what you do and always want to be developing your skills. With acronyms like PACS being thrown around often, it’s helpful for you to know the lingo our providers use, too
• Stellar relationship building skills. There’s a level of emotional and business intelligence required in a role like this which will help you navigate conversations with front line staff, technical experts, all the way up to Director level and beyond when onsite with our providers
• You can get around: The best way to get to know our customers is often in-person. So, you have a driver’s license, a passport and a passion for in-person interaction
• You're organizational royalty. Planners, calendars, notebooks - whatever you use works for you, and works for you well. Your organizational skills allow you to manage a book of 30+ accounts with ease without overwhelm and without sacrificing integrity or the experience we create for our providers
• You hustle. This means you take ownership of the growth in your book of business and do what it takes to get it done - and get it done well

Desirable

• We are looking for a creative, motivated and deeply curious individual to help build our dynamic Customer Success team
• Our dream Customer Success Manager loves a dynamic mix of relationship management, thinking strategically about how to increase awareness of PocketHealth programs within your accounts, and obsessing about delivering the best possible experience for our hospital partners & their patients
• Customer Success Managers are key members of our post-sales team and are responsible for developing strategic relationships with existing customers with the goal of growing their book of business quarter-over-quarter
• This role will focus on our small to medium customers, a perfect entry level opportunity for those looking to enter into Customer Success
• You’ll be supported by a dedicated Marketing function and an all-star customer Onboarding team, who will work closely with you to achieve your account growth goals
• Own, manage and grow a dedicated book of business, consisting of a variety of small to medium accounts. Uncover and develop opportunities for cross-selling and up-selling
• Become an expert on PocketHealth marketing programs, and guide your partners toward the growth solutions best suited for their patients, staff & operational goals
• Hold periodic business reviews, site visits and training for your customers — both virtually and in-person
• Build strong relationships with key stakeholders — from front-line reception to C-suite — across your accounts
• Present tailored demos & training of PocketHealth to staff at all levels of seniority within your accounts, both virtually and in-person
• Be accountable for meeting quarterly KPIs primarily related to revenue growth metrics within your book of business
• Work cross-functionally with Product, Marketing, Onboarding, and Support and act as a trusted advisor and liaison between your accounts and internal Pocket Health teams