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Customer Success Manager

2 months ago

Sioux Falls, South Dakota, United States Medcor Full time
Job Summary

Medcor is seeking a highly skilled Customer Success Manager to join our team. As a key contact for our customers, you will be responsible for ensuring their satisfaction and retention, while identifying opportunities for improvement and new business.

Main Duties & Responsibilities
  • Build and maintain strong relationships with customers through regular communication and proactive issue resolution.
  • Develop a comprehensive understanding of our customers' markets, competitors, pricing, and value propositions to help them maximize the value of our products and services.
  • Collaborate with internal teams to understand client definitions and metrics for success.
  • Meet with customers to understand their goals and priorities, and set clear expectations and objectives.
  • Escalate customer issues to the appropriate departments for resolution and serve as a liaison to ensure efficient and timely resolution.
  • Review deliverables with customers, including stewardships and Quarterly Business Reviews, to ensure quality standards and customer expectations are met.
  • Proactively address recurring issues based on customer feedback and escalate as needed.
  • Manage and deliver against account goals within the defined strategy.
  • Collaborate with the sales team to identify upselling and cross-selling opportunities during contract renewal to drive revenue growth.
  • Cultivate and maintain strong relationships with key stakeholders at customer organizations.
  • Ensure successful implementation of new site/service and effectively communicate scope and service level expectations.
  • Provide regular updates on service performance, contract status, risk level, and changes in customer data and contacts.
  • Address billing and invoicing questions and collect on delinquent accounts.
Minimum Requirements
  • Associates or relevant experience may be considered in lieu of a degree (total of 6 years of experience).
  • 2 to 4 years of experience in account management, customer service, or operations.
  • Proven track record of driving measurable customer outcomes and success.
  • Familiarity or knowledge of negotiating renewal contracts.
  • Familiarity or knowledge of Customer Relationship Management (CRM) technology.
Preferred Requirements
  • Bachelor's degree.
  • 4+ years of account management, customer service, or customer success experience.
  • Knowledge or experience with Workers Compensation, Healthcare System, and Onsite Occupational Healthcare.
  • Experience negotiating renewal contracts.

Medcor offers a comprehensive benefits package, including health, dental, vision, and life insurance, paid time off, 401K, wellness programs, and more. We are a tobacco-free and smoke-free workplace and an equal opportunity employer.