Customer Success Manager

2 months ago

Temecula, California, United States FFF Enterprises Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at FFF Enterprises. As a key member of our organization, you will be responsible for owning and executing the entire customer journey, ensuring that our clients and their stakeholders consistently experience value and success in their interactions with us.

Key Responsibilities
  • Customer Journey Ownership: Take full ownership of the customer journey for assigned accounts, serving as the primary interface point between FFF Enterprises and our clients, ensuring they receive value every step of the way.
  • Liaison and Collaboration: Act as a liaison within the organization, collaborating with various teams to complete tasks, resolve issues, and deliver value to customers.
  • Account Management: Oversee and nurture a collection of client accounts, maintaining a deep understanding of their needs, goals, and challenges.
  • Process Development: Establish and promote shared processes that serve as a framework for how FFF Enterprises interacts with customers, ensuring consistency and alignment with customer-centric goals.
  • Customer Health Metrics: Review key customer health metrics for assigned accounts, proactively identifying areas for improvement and growth.
  • Client Meetings: Lead and facilitate client meetings, fostering open communication, addressing concerns, and driving progress.
  • Account Strategy Reviews: Conduct regular account strategy reviews to ensure that customers are continuously evolving and expanding their engagement with FFF Enterprises.
  • Project Management: Dive in to facilitate projects and issue resolution, taking on the role of project manager as needed to ensure successful outcomes.
  • Communication: Maintain organized and clear communication with clients, following a defined framework.
  • Special Projects: Lead special projects and contribute to process improvement initiatives as needed.
Requirements
  • Education: Bachelor's degree in Healthcare, Finance, Accounting, Economics, or other relevant field, or four (4) additional years of experience in lieu of degree.
  • Experience: Four (4) or more years of experience working in healthcare in a client-facing role, with a focus on customer success, account management, or related fields.
  • Skills: Excellent problem-solving skills, proficiency in creating professional presentations and reports, excellent project management skills, analytical mindset, highly organized, and ability to lead and facilitate client meetings.
Preferred Qualifications
  • Pharmaceutical Industry Experience: Prior work experience in the pharmaceutical space, with a focus on customer success, account management, or related fields.
  • Data Analysis: Experience working with data and/or SQL, with a focus on analyzing customer health metrics and identifying areas for improvement.
Working Conditions

The employee will work in a normal office setting, with occasional travel required. The employee must have the ability to view a computer screen for long periods, sit for extended periods, and lift up to 20 lbs. The employee must also have the ability to work under pressure, particularly during busy times, and interact effectively with co-workers and customers.

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