Client Success Manager, Diligent Robotics

• High-Touch Customer Service: be a relationship management through-line
• Creativity: ability to think outside of the box for solutions to client needs
• Effective Communication: for both onsite stakeholder discussions and team members
• Organization: always being well-informed on everything related to your assigned locations
• Dependability: no action item, big or small, will fall through the cracks
• Time Management: for making sure that projects are completed on schedule
• Customer Conflict-Resolution: handle customer issues efficiently and with a high-level of sensitivity, escalating as needed
• Flexibility & Comfort with Ambiguity – Adapt quickly to changing priorities, navigate complex challenges, and thrive in an evolving environment

Desirable

• The Client Success Manager (CSM) plays a critical role in building and maintaining executive-level relationships and providing regular C-suite updates to drive engagement and strategic alignment
• This role is responsible for ensuring the success and utilization of robot fleets across an assigned territory of hospital partners, facilitating seamless coordination and delivering a consistently high-quality Moxi experience
• The CSM will maintain deep account-level knowledge, oversee a utilization pipeline, and ensure relationship continuity from implementation through ongoing account health
• Additionally, this role involves monitoring client data, collaborating with Diligent colleagues to prioritize client success efforts, and engaging hospital leadership to drive adoption, satisfaction, and expansion
• This is a field-based position requiring 75% travel, with a strong preference for candidates located near a major airport
• No professional technical training is required—this is a customer service and account management role within Diligent’s Growth team
• Build strong relationships with Diligent clients and key stakeholders, communicating the value of Moxi with the goal of further embedding the utilization of the robots within the account
• Partner closely with operations and growth colleagues to report on account level fleet utilization, recommend additional use cases for activation, and identify and drive opportunities for fleet expansion
• Collaborate with hospital partner clinical care teams to identify opportunities for staff training and creative solutions to deliver amazing outcomes
• Assess, initiate, and escalate project requests to address clients’ needs and communicate progress internally within the Client Success team and externally to the client
• Manage use case libraries and action plans specific to each assigned account to ensure ongoing adoption of Moxi and a high-touch experience for each partner hospital
• Seek out opportunities for use case discovery and manage the activation of new use cases
• Align prioritization and activation of use cases with new initiatives and product enhancements
• Manage the client success operations for multiple hospitals in your assigned area
• Contribute to the professional development of Diligent colleagues
• Create desirable outcomes for company-wide OKRs (Objectives & Key Results)
• Reinforce pride in organizational success and overall vision and impact