Customer Success Manager- Hospital
Company:ESO
Location:US
Languages:English
Seniority level:Manager, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementPeople ManagementCross-functional Team LeadershipOperations ManagementProblem SolvingMentoringCustomer SuccessAdaptabilityAccount ManagementTrainingRelationship management
Requirements:
5+ years of experience in a leadership role in trauma program management, preferably in ACS verified Level I or Level II center Experience leading client-focused operational teams including experience with onboarding, training, and software adoption. Proven ability to manage complex customer integration needs and deliver successful outcomes. Strong track record and desire to manage via metrics and key performance indicators. Excellent people management skills with the ability to lead collaboration across functions and organizations. Ability to make tough decisions, to change and adapt quickly while remaining focused on the customers. Demonstrated strategic planning and operational execution skills, including project management and process improvement skills. Demonstrated success in leading growing operations organizations. Ability and desire to travel.
Responsibilities:
Engage as a point of contact for customers experiencing post-deployment integration challenges. Serve as primary point of contact for customers requiring a Customer Success Manager. Drive product adoption, renewal, and customer satisfaction. Ensure customers have adopted ESO Suite into their workflow and product usage aligns with business objectives. Leverage data to determine when adoption and usage is insufficient and drive improvement. Assist customers expressing intention to renew and/or grow and serve as an advocate. Own retention and renewal activities, including proactive outreach and pricing uplift/adjustments. Partner with Sales and Finance to review and address potential downsells/clawbacks/cancellations/terminations. Identify product expansion opportunities in partnership with the Sales team. Monitor specific trigger events to govern appropriate customer interactions. Ensure key stakeholders effectively use analytical capabilities derived from ESO’s data. Serve as a partner and advocate in the industry to build and maintain customer relationships. Ensure all client needs are met, solving issues at the lowest level and knowing when to escalate.
