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Customer Success Manager, extendedReach

KaleidaCare Management Solutions

KaleidaCare Management Solutions

Customer Service, Sales & Business Development
Austin, TX, USA
Posted on Wednesday, January 24, 2024
Job Description

The Customer Success Manager is responsible for maintaining customer satisfaction and retention. As the primary contact for customers throughout the lifespan of the account, this position works closely with other departments to close deals, identify upsell opportunities, make referrals for Professional Services, and build relationships that increase revenue and minimize churn rates.

As a Customer Success Manager, you are responsible for the delivery of product knowledge and functionality of KCare solutions to meet customer needs. This role is a strategic and supportive partner for customers that focuses on building loyalty and maximizing product usage to ensure long-term customer retention.

Reports to: Manager, Customer Success or Senior Customer Success Manager

Manages: None

Responsibilities

  • Communicate regularly with customers to evaluate satisfaction and proactively identify upcoming needs and goals
  • Build and maintain trust and rapport with multiple levels of staff in assigned customers' organizations
  • Take a consultative approach in helping customers overcome issues and achieve goals by leveraging system functionality and highlighting best practices
  • Review and assign customer journeys and playbooks, identify how these are supported, and complete assigned workflows
  • Evaluate system usage for assigned customer segments and develop plans to increase system adoption
  • Collaborate, problem solve, and/or strategize upcoming customer meetings with other team members
  • Inform customers of new functionality and highlight best practices to encourage new feature adoption
  • Review customer segmentations for accuracy, suggest modifications, and assist with maintaining automated workflows
  • Analyze trends in cNPS/CSAT scores to identify areas of improvement and propose new and revised workflows based on these metrics
  • Serve as a Product Knowledge Expert to address customer needs by leveraging system functionality and/or referring to Professional Services
  • Monitor customer churn indicators and perform outreach to improve them
  • Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools
  • Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services
  • Assist in creating and delivering training courses and educational materials
  • Attend promotional events at industry related conferences

Qualifications

  • Familiarity with extendedReach
  • SalesForce or other CRM experience
  • Ability to travel when needed
  • Customer Service experience
  • Good communication skills
  • Problem Solving skills

Key Metrics

  • cNPS/CSAT
  • Customer Churn rate
  • Non-recurring revenue (NRR) and Monthly Recurring Revenue (MRR)
  • Workflow actions completed

A Day in the Life

  • Customer Relationships: Build strong relationships with customers and work with them to ensure customer satisfaction. This includes being a liaison between the customer and KCare by proactively engaging and assisting the customer.
  • Customer Meetings: Proactively schedule customer meetings to discuss system usage, receive feedback, assist with training, and troubleshoot items. This includes working with customers when the Support Team deems a request is outside of normal support. Participate in customer quarterly business reviews (QBR) and assure that customers have been assigned the appropriate executive sponsor if required.
  • Contract Discussions: Participate in discussions with customers to talk through adding additional Programs/Organizations/Modules to their system, providing proposals as needed. Function as the liaison to secure the customer signature on any proposals and document in Salesforce and/or other CRM tools. Manage renewal process for customers who do not/cannot automatically renew contract.
  • Add-ons/Upsells: Work with customer to review and ensure they are using the system as effectively as possible. If features or additional functionality is required, discuss purchase options with the customer. Refer items to Professional Services as needed.
  • Customer Training: Provide customers with additional basic training, if needed. Offer the customer 30 minutes to an hour of free assistance and discuss the purchase of additional training hours if needed.
  • Customer Churn: Handle customer terminations. If a customer informs KCare they are looking for another software system – retrieve feedback on what we can maintain their business. If it is certain they are leaving, process termination and document in Salesforce and/or another CRM tool.
  • Customer Workflows: Monitor and adjust customer segmentation, assign customer journeys and playbooks, and recommend changes to automated workflows based on data gathered. Perform any workflow actions determined for a customer and focus on reducing churn risk scores and increasing cNPS/CSAT scores through outreach efforts. Enter data collected in respective CRM tool and/or Salesforce.

KCare is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. KCare does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.

The expected range of pay for this position is $50,000 - $70,000 Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of bonus or benefits. More information about the salary range specific to your working location and other factors will be shared during the hiring process.