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Customer Success Manager

1 month ago

Bloomington, United States Procurement Partners LLC Full time

Description: Customer Success Manager Job Type Full-time Description Location: United States - Remote Reports to: Senior Director, Customer Success About Us Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. We help thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare. If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you About The Role Procurement Partners’ Customer Success team is looking for a Customer Success Manager who is passionate about ensuring that their customers have the right solutions and are responsible for managing relationships and selling our products and services within assigned accounts, with a focus on maximizing the overall customer experience. You are accountable for our customers’ adoption of our growing suite of SaaS solutions and services and are responsible for driving visible value aligned with our customers’ business outcomes. This position resides within the Procurement Partners’ Customer Success group and is responsible for proactively driving frontline customer satisfaction. You are driven to be part of something larger than yourself. You are looking for a career with Procurement Partners’ Customer Success team. What You’ll Do Primary point of contact for all post-sales activities including but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities. Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear. Establish a roadmap for each customer’s long-term success by creating frequent checkpoints to ensure milestones are being attained and adjust the plan accordingly. Structure content and conduct regular business reviews with customer executives to review accomplishments, challenges, and reinforce business value. Coordinate with product, delivery, and support teams to meet customer needs as it relates to product enhancements requests, ensuring successful deployment and maintenance of ongoing customer relationships. Actively contribute to maximizing product usage with all customers and promote additional expansion, functionalities, and upgrades. Identify opportunities to increase the footprint of the product throughout all Procurement Partners customers. Assist in leading product demonstrations, handling customer queries, and training users. Be proactive by looking at usage and help drive adoption. Monitor customer health indicators and sentiment trends and take swift action when necessary to restore customer confidence. Work closely with product team for new product enhancements and new feature requests based on experience in the field and strategic industry needs. Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience and drive excellence. Requirements: What You'll Bring Bachelor’s degree in business or related field. 5+ years of experience in an Account Management/Customer Success Management role for a Software/SaaS company or 8+ years in customer success, customer service, or sales roles. Exceptional interpersonal skills for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite, and clients. Demonstrated ability to make satisfied customers a priority; polite and courteous to all and able to handle difficult customers with respect. Demonstrated technical problem-solving abilities. Demonstrated communication and presentation skills and comfort when interacting in both one-on-one and group settings. Highly organized and efficient, with a proven ability to think both strategically and tactically. Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks. Strong collaboration skills and the ability to work effectively with cross-functional teams and subject matter experts to take ideas from concept through implementation. Strong negotiation skills to work through complex issues that lead to a win/win result for the company and customer. Ability to travel up to 25% - 50% Desired Qualifications Accounting experience in a similar AP (Accounts Payable) role, EDI invoicing, and PO experience preferred. Experience in the post-acute care (PAC) or non-acute care (NAC) healthcare space is preferred. Experience in a buying group/GPO, wholesaler/distributor seller, seller direct to buyers, or manufacturer via dealer/distribution network environment. Change management and training experience is a plus. Experience working for a B2B SaaS company that has scaled successfully through rapid growth. Procurement Partners Hiring Practice We value diversity at Procurement Partners. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team. #J-18808-Ljbffr