Customer Success Manager

The Customer Success Manager nurtures and manages ongoing customer relationships. The position improves the customer experience through product support, implementing success programs, contributing to sales, and minimizing churn.

ESSENTIAL FUNCTIONS:

• Develop and manage client portfolios
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Handle and resolve customer requests and complaints.
• Drive customer value through company offerings.
• Serve as an advocate for the customer.
• Coordinate with Sales, Accounting and Production to ensure service metrics are exceeded.
• Document customer feedback and share with appropriate departments.
• Evaluate and measure customer engagement.
• Minimize customer churn.
• Ensure customers achieve their desired outcomes.
• Reinforce customer perception and expectations.

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Supervisory Responsibility*

• This position provides support for Senior Leadership’s strategic objectives. This position is responsible for collaborating with multiple departments within the organization.

Required Experience:

• 3-5 years direct supervisory experience preferred.

• 3-5 years advanced customer service experience preferred.

• Working with Clinical Laboratories and Medical Professionals is preferred.

Position Type/Expected Hours of Work

• Full Time, Monday-Friday 8am-5pm.
• This position may require supporting an on-call account manager for an extended weekday or weekend hours depending on need.

Travel

• Travel is primarily local during the business day, although some out-of-area and overnight travel may be expected. Less than 10% travel is required.

COMPETENCIES:

• Client Management
• Strong communication skills. Ability to understand and convey messages clearly, concisely and accurately
• Ability to connect and be present in the midst of tasks
• Must be highly collaborative and enjoy working in a diverse team
• Self motivated, independent, proactive, organized, diligent and flexible worker
• Demonstrates independent judgment in resolving problems and making recommendations
• Ability to work in a high pressure, customer focused environment.

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Required Education & Experience*

• Bachelor’s Degree preferred.
• 3-5 years direct supervisory experience preferred.
• 3-5 years advanced customer service experience preferred.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance