Customer Success Manager


Posted: 3 months ago

Company Website
Position type
full time
Job source
Remote ok
Job location
Chicago, Illinois, United States

What You’ll Do:

  • Confirm orientation logistics with the facility 
  • Responsible for 5 or more facility touches, weekly
  • Weekly touchpoints with regional Credentialing Specialists
  • Weekly touchpoints with Enterprise Account Manager/Director of Strategic Accounts
  • Manage 1-2 Systems or at least 5 Facilities (depending on complexity/size of account of facility Director of AM to decide complexity/size)
  • Troubleshoot in-app issues pertinent to daily facility operations/training
  • Respond to general client questions around professionals and coordinating response with Onboarding team
  • Responsible for day-to-day facility operations post-Implementation
  • Grow and maintain relationships with Facility Operators (end-users utilizing the CareRev app non-C Suite) 
  • Meet with regional team and provide updates to GM and DSAs on health of the facility & present needs/escalations/forecasting strategically 
  • Identify friction points to discuss with the GMs and DSAs- start slab and fill out weekly (wins, concerns, opportunities, orientation seats, funnel metrics, cancellation metrics)
  • Identify and escalate changes related to regional waitlisting/onboarding settings
  • Work cross-functionally with other internal teams and submit tickets for new features/updates to the CareRev backend tool
  • Act as subject matter expert, ready to speak to client risks and mitigation plans in client-facing meetings 
  • Attend client facing meetings as needed
  • Facilitate weekly regional scrum/ team meetings

What We’re Looking For:

  • A minimum of 1-2 years experience in a client or customer-facing role.
  • Data-driven and comfortable with holding the team accountable to monthly KPIs. 
  • Strong written and verbal communication skills including the ability to lead internal and external client-facing meetings. 
  • Comfort around using various tools such as G-Suite, Microsoft Office, Salesforce, Zoom, Slack, Salesforce, and proficient with presentation software. 
  • An enjoyment in identifying process improvements and working collaboratively across teams.
  • Flexibility, a creative mind-set when solving problems, and the ability to thrive in a fast-paced, start-up environment.
  • Bonus: you have previous experience at a health-tech startup

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