We are hiring for the role of Customer Success Manager for one the US based MNC
Exp-5+ Years
Location- Gurgaon
Work Mode- Onsite
Job Description
What you will do
- Must be well-versed in the details of all levels and functions within the full scope of Revenue Cycle of US Healthcare.
- Maintain accurate and up-to-date customer records and documentation.
- Ensure all interactions are documented in the customer relationship management (CRM) system.
- Manage all renewals, maintain accurate listings of contract expiration dates, and handle notification requirements.
- Identify growth opportunities within assigned client base
- Secure and increase references, fostering a high response rate and positive KLAS and Net Promoter survey scores.Secure and increase references
- Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting customer expectations, through proactive outreach
- Serve as an internal escalation point for issues regarding a customer's contract, invoices and account receivable.
- Adoption and utilization of resources provided to pro-actively monitor and manage customer outcomes and success to include:
- Gainsight
- Salesforce
- Identify risk to existing customer and Internally document risk mitigation plans for assigned accounts.
- Ability to play a key role in customer satisfaction and performance
- Accept responsibility/accountability for responding to all assigned customer issues and tasks. Takes full responsibility for the account in customer satisfaction, communication, and when needed, escalation
- Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
- Identify opportunities for operational and process improvements related to the utilization and integration
- Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks
- Open to work in 24X7 environment.
- Manage escalations from assigned customers.
What we would like to see
- Bachelor's degree
- 5+ years of relevant work experience in Account Management or Customer Success.
- Experience using Gainsight
- Experience in healthcare industry
- Previous sales experience and leadership
- LMS Tools
