Job Description

Overview
We are seeking a dedicated and results-driven Customer Success Manager to join our team. In this role, you will be the primary point of contact for our clients, ensuring their satisfaction and success with our products and services. You will leverage your expertise in customer relationship management and account management to foster strong relationships, drive product adoption, and enhance customer experience. Your ability to communicate effectively and analyze customer needs will be essential in helping clients achieve their goals while maximizing the value they receive from our offerings. The ideal candidate will have a strong background in customer support, SaaS implementation, and IT project management. This role requires exceptional organizational skills, high technical proficiency, and expertise in ticket management to ensure our customers receive outstanding service and achieve their desired outcomes using our technology solutions.

Responsibilities

Customer Support:

· Provide exceptional customer service and support, addressing inquiries and resolving issues in a timely and professional manner.

· Serve as the primary point of contact for customers, ensuring their needs are met and their expectations are exceeded.

SaaS Implementation:

· Guide customers through the implementation process of our SaaS solutions, ensuring a smooth and successful implementation.

· Conduct training sessions and provide resources to help customers effectively use our software.

Project Management:

· Manage technology projects related to the implementation and integration of our technology solutions.

· Develop and maintain project plans, timelines, and documentation to ensure successful project delivery.

Ticket Management:

· Oversee the ticket management system, ensuring all customer issues and requests are tracked, prioritized, and resolved efficiently.

· Analyze ticket trends to identify common issues and develop proactive solutions to enhance customer satisfaction.

Technical Support:

· Troubleshoot and resolve technical issues related to our software and integrations.

· Collaborate with the product development team to address and resolve complex technical problems.

Customer Success Strategies:

· Develop and implement customer success strategies to drive product adoption, retention, and satisfaction.

· Monitor customer usage and engagement, providing insights and recommendations to optimize their experience.

Relationship Building:

· Build and maintain strong relationships with customers, understanding their business needs and helping them achieve their goals.

· Act as a customer advocate, providing feedback to internal teams to improve products and services.

Documentation and Reporting:

· Create and maintain comprehensive documentation for customer support processes, FAQs, and product guides.

· Generate regular reports on customer support metrics, implementation progress, and project status for management review.

Skills

Strong experience in customer relationship management and account management.
Excellent communication skills, both verbal and written, with the ability to articulate complex ideas clearly.
Strong technical skills with the ability to understand and resolve complex technical issues.
Ability to demonstrate SAAS applications to customers and support customer needs.
Proven project management skills with the ability to manage multiple accounts simultaneously.
Ability to analyze data effectively to drive decision-making processes.
Experience in sales or marketing is a plus.
Proficiency in Zen Desk and Nutshell or similar CRM software is advantageous.

Join us as we strive to enhance our customers' experiences while driving growth through exceptional service! Interested candidates should submit their resume and cover letter detailing their relevant experience and qualifications to teams@orionhealthcare.com

Job Type: Full-time

Pay: From $1.00 per hour

Expected hours: 40 per week

Benefits: