Customer Success Manager

2 weeks ago

Little Ferry, New Jersey, United States ResMed Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at ResMed. As a key member of our organization, you will be responsible for delivering exceptional success management for our key strategic accounts.

Responsibilities
  • Provide ongoing exceptional success management for key strategic accounts
  • Coordinate the involvement of company personnel, including support, development, professional services, sales, and leadership resources to identify and deliver the customer's desired outcomes
  • Facilitate resolution to unresolved client issues
  • Proactively assess, clarify, and validate customer needs on an ongoing basis
  • Maintain and manage the overall health of assigned customers and address clients at risk based on established health indicator criteria
  • Based on Success Planning and engagement generate qualified upsell opportunities for the Account Management Team
  • Identify, manage, and maintain the current phase of assigned clients relative to the established Customer Lifecycle
  • Work with assigned clients to enhance adoption, manage risk, proactively mitigate risk, and achieve client outcomes
  • Mitigate churn and implement strategies for customer retention
  • Advocate for customers, their needs, and present solutions for their requests
  • Work closely with internal teams to identify process improvements and efficiency gains for our customers
  • SME for team processes
  • Responsible for gap analysis, task analysis
  • Responsible for knowledge on upcoming releases and new functionality
  • SME for team toolset such as Salesforce
  • Train team on new functionality and toolset enhancements with applicable
  • Lead Internal MatrixCare meetings if applicable
  • Assist sales with customer information as required
  • Represent MatrixCare at conferences and trade shows with customers as required
Qualifications and Experience

We are looking for a candidate with a Bachelor's degree in a related field or equivalent experience. The ideal candidate will have a minimum of six years' experience working with personal computers, excellent customer service skills, and good problem-solving and prioritization abilities.

The successful candidate will also have excellent verbal and written communication skills, hardware, OS, software, and computer skills, and the ability to perform software application troubleshooting and analytical thinking at a higher level.

We offer a competitive salary and benefits package, including comprehensive medical, vision, dental, and life insurance, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer success, we encourage you to apply for this exciting opportunity.

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