Customer Success Manager
7 days ago
At Steer Health, we are dedicated to developing cutting-edge consumer engagement experiences, including care communication, patient engagement, scheduling, smart notifications, and more. As a Customer Success Manager, your role will involve ensuring high levels of satisfaction, promoting adoption, and expanding the utilization of Steer Health products among customers. Collaborating with the sales team, you will identify opportunities for upselling and mitigate renewal risks, while also working with cross-functional teams to address customer issues effectively. Your proactive approach to customer problems and excellent organizational skills will drive continuous enhancements in customer satisfaction levels.
Your technical proficiency in problem prevention and resolution will transform customers into loyal advocates for Steer Health. Excellent communication skills are essential, as you will interact with various stakeholders, including hospital administrators, practice directors, managers, and staff. Your successful track record in delivering top-notch customer service is a key requirement. Responsibilities:
- Serve as the primary point of contact for driving customer success.
- Provide support to customers and partners in leveraging Steer Health platforms effectively.
- Collaborate with sales to address renewal concerns and identify upsell opportunities.
- Coordinate with customer personnel and internal resources to troubleshoot and resolve issues.
- Conduct customer onboarding, health checks, and proactively communicate any potential issues.
- Conduct quarterly business reviews for key accounts.
- Gather customer feedback and collaborate with Product Management to proactively address product issues.
- Document interactions, issue resolutions, and successes for both external and internal audiences.
- Develop training materials and presentations for senior executives.
- Perform strategic analysis of client portfolios.
- Set follow-up actions and provide regular updates on active issues to all stakeholders.
- Manage customer satisfaction and issues as an ongoing project. Requirements:
Qualifications and Skills:
- Bachelor's degree in Computer Science, Web Development, or a related field (or equivalent work experience).
- 3-4 years of experience in WordPress development, with a robust portfolio showcasing WordPress projects and customizations.
- Previous experience with Healthcare SaaS is mandatory.
- Proficiency in WordPress CMS, PHP, HTML, CSS, JavaScript/jQuery, and MySQL.
- Sound understanding of responsive web design principles, SEO, and web performance optimization.
- Experience with version control systems (e.g., Git) and familiarity with web hosting environments.
- Strong problem-solving abilities and the capacity to work independently or collaboratively in a team.
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