Customer Success Manager

Description:

Manage a portfolio of Mobile Aspects customers. Review customer success/account management data on a daily basis to keep abreast of any high-priority items that need to be addressed. Ensure high levels of customer adoption and customer support to maximize the chances of customer renewals. Conduct periodic business reviews with hospital/department leaders to review data coming out of iRIS products. Create and maintain account plans for each account and see initiatives through to completion.

Job Purpose:

Managing hospital accounts more on the business side.

Analyzing and evaluating the data.

Interacting and guiding the customers.

Key Metrics and Responsibilities:

• Be the definitive expert in operationalizing clinical efficiency and patient safety goals for our customers and drive their success with Mobile Aspects as a trusted advisor, partner, and extension of their team.

• Review customer usage data and value metrics on a regular basis. Identify potential problem areas and put together projects to help solve issues in tandem with Customer Support team.

• Maintain a regular, predictable communication cadence (drumbeat) with each customer and keep detailed notes of each encounter.

• Manage a diverse portfolio of customers using different solutions at different levels of sophistication.

• Engage at all levels of the customer: from the C-suite, to department leadership, to end-users, and help each individual meet their goals with Mobile Aspects products.

• Provide detailed reporting and analysis to customers (Business Reviews) with prescriptive recommendations on next best actions.

• Proactively manage client expectations and deliver exemplary customer service. Meet or exceed the customer’s expectations of knowledge and professionalism. Escalate any issues that impact successful execution of the work before the customer is negatively impacted.

• Be an expert on hospital supply chain management, endoscope management, and tissue management, thoroughly understanding the workflows of each customer.

• Become an expert on the iRIS product platform and have a thorough working knowledge of the features of each product and how they can benefit a customer.

• Understand and translate customer business/patient safety goals into successful account management plans in order to achieve them using Mobile Aspects technology.

• Advocate and assist in the prioritization of new customer features and product enhancements, influencing the Mobile Aspects product roadmap and collaborating with the Product team to identify short-term solutions.

• Track and maintain accurate client records and hit key engagement milestones using Mobile Aspects account management tools.

• As needed, assist with technical support and new project implementation.