Senior Customer Success Manager

ZOLL LifeVest
Broomfield CO
30+ days ago

Job Description

Location: Broomfield, CO

Data Management


Overview

ZOLL Data Systems, a division of ZOLL Medical Corporation, is a healthcare software solutions provider that empowers hospital, EMS and Fire, and billing/accounts receivable (AR) teams to deliver more—from better patient outcomes to operational efficiencies and greater revenue capture. Our business exists to help save more lives through data-driven innovation and interoperability, opening new pathways for our customers to achieve the highest levels of care, collaboration, and reimbursement.

Job Summary
As the Senior Customer Success Manager, you will manage a portfolio of ZOLL Data customers, providing consultative services, removing barriers, and ensuring rich engagement with teams focused on driving/delivering desired outcomes and value realization for the customer. You will drive employee engagement by making sure our people are heard, growing, and keenly aware of how their daily work contributes to our mission and the success and retention of our customer base.

Responsibilities

  • Build trusted advisor relationships with assigned clients to execute a proactive engagement strategy that ensures the adoption/leverage of ZOLL Data solutions and optimizes client satisfaction
  • Identify and drive upsell and cross-selling opportunities working closely with Sales to ensure closure
  • Work closely with Support and Onboarding Services to ensure resolution of customer’s technical projects and troubleshooting support issues within established SLA's
  • Manage account retention and renewal activity, proactively conducting regular health checks and business reviews to identify churn risk, increasing customer retention, and maintaining revenue base
  • Be a customer advocate, capturing customer feedback and reporting requests to Product Management, Development, and other internal teams to find creative solutions that exceed customer expectations and eliminate risk factors
  • Work with ZOLL Data departments/stakeholders to define and maintain account health, communicate account updates and opportunities, and use NPS and net revenue retention metrics to achieve customer health targets
  • Develop listening points, identify opportunities/process improvements, and share best practices with team members and cross-functional stakeholders to continually improve quality, effectiveness, and efficiency

Qualifications

Required Skills and Qualifications:
  • 5+ years’ experience in Customer Success or equivalent experience
  • Proven track record of increasing customer adoption and satisfaction/NPS scores, and strong net revenue retention with your customers
  • Experience with Salesforce.com (SFDC) customer relationship management and case management solutions
  • Strong executive presence and communication abilities
  • Possess an understanding of the people, process, and technology realities that are part of transformation efforts, and approaches and tools to mitigate risks
  • Ability to travel up to 30%
Preferred Skills and Qualifications:
  • Experience in EMS, Fire or Safety a plus

The annual base salary for this position is $70,000-$90,000/yr. based on skills and experience. In addition this position is eligible for additional bonus compensation based on company performance and annual MBO’s which will be agreed upon between the employee and the manager annually.

Perks & Benefits:
ZOLL provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Additionally, we have stocked kitchens, free daily organic fruit delivery, on-site fitness center, on-site cafe, dry cleaning service, social events and much more! Our benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD, Paid Time Off and tuition assistance.

ZOLL appreciates and values diversity. We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, gender identity, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

ADA: ZOLL will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

Source

https://www.indeed.com/jobs

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