Customer Success Lead

Summary:

We are looking for Customer Success Team Lead to join our Customer Success Team located in Norwood, MA. You'll be on a mission to build out our Customer Success Team processes, adoption, and satisfaction, ensuring that customers derive maximum value from our products and services. You’ll deliver customer onboarding, product training, and adherence monitoring. This is your opportunity to make a major contribution to Customer Success and retention with a company that is in the forefront of medication adherence.

Responsibilities:

• Provide an outstanding experience to customers, both new and existing.
• Be a Customer Success Process expert and lead the team on industry CS standards that fit our business model.
• Build metrics and dashboards aimed at monitoring customer health and action set points.
• Educate customers on new and existing features to encourage upsell and cross-sell opportunities.
• Be the voice of the customer to Product Management, Sales and Product Support.
• Collaborate with Product Management to identify, drive and prioritize improvements in product offerings, processes, systems and tools.
• Deliver customer onboarding, product training, product support and proactive communication to the Company’s carrier customers.
• Manage accounts and keep customers abreast of new features and enhancements.
• Establish rapport with customers to identify needs and opportunities where MedMinder can support their needs and growth.

Requirements:

• Background in the healthcare industry, preferably in pharmacy or healthcare medication adherence.
• 3 5 years of experience in a related Customer Success role
• Excellent cross functional communication skills, working with key stakeholders in multiple departments.
• Strong advocate for customer needs.
• Experience with building out Customer Success processes in CRM and Knowledge Management systems.
• Skilled at actively listening to customers, with the ability to probe and determine client needs and future priorities.
• Self-directed, self-motivated with top-notch decision-making skills.
• Fast learner who will quickly learn and demonstrate a thorough knowledge of Company products, services, and features.

• Leader and mentor who contributes enthusiastically to the performance of a dynamic team.
• Detail oriented and adaptable multi-tasker who can manage multiple projects in a fast-paced environment.

This is hybrid position and located in our Norwood, MA office.