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Client Success Advocate

2 months ago

Raleigh, North Carolina, United States Corestudycast Full time

Job Overview

Are you eager to contribute to a dynamic and forward-thinking organization? Do you thrive in environments where collaboration and excellence in service delivery are paramount? If this resonates with you, consider a role at Core Sound Imaging, Inc.

Key Attributes

We are looking for individuals who are adept at organizing information, detail-oriented, and enjoy engaging in diverse tasks. Strong computer proficiency, organizational skills, and self-motivation are essential.

Role Purpose

The primary objective of this position is to collaborate with Core Sound Imaging clients to enhance customer satisfaction, retention, and growth. This is a prominent, client-facing role that necessitates exceptional relationship management abilities and technical expertise.

Responsibilities

1. Establish and nurture a structured approach to client accounts to build long-term business relationships that deliver immediate value and ensure client retention and expansion.
2. Create effective Success Plans tailored to clients' priorities and use cases, delivering them through proactive service and a strong sense of ownership that drives platform adoption and revenue growth.
3. Lead the organization and facilitation of client-facing engagements such as Quarterly Business Reviews, Best Practice sessions, Executive Briefings, and regular check-ins.
4. Proactively identify and address potential risks to client retention and long-term relationships.
5. Serve as the primary contact and escalation point for clients and internal teams, ensuring timely and proactive resolution of issues.
6. Monitor client health and value by tracking product usage, satisfaction levels, and gathering client feedback.
7. Communicate the status of assigned accounts to relevant stakeholders within Core Sound Imaging as necessary.
8. Represent the voice of the client, advocating for their needs and priorities with cross-functional teams across Development, Product Management, Onboarding & Training, Sales, Marketing, and Customer Support.
9. Conduct regular meetings to assess clients' business requirements.
10. Assist in the creation of technical educational, marketing, and sales materials to support client success.
11. Perform additional duties as required.

Position Requirements

The ideal candidate will possess strategic thinking and planning capabilities, hands-on execution skills, and a results-oriented mindset, complemented by strong communication and problem-solving abilities.
• Minimum of 3 years of experience in a client-facing service role, preferably with a vendor.
• At least 2 years of experience in SaaS client success and retention roles.
• Prior experience in software delivery is essential; experience in the security sector is a significant advantage.
• Proven track record of exceeding expectations with medium-sized clients.
• Strong understanding of stakeholder management and a history of applying it effectively.
• Excellent communication and presentation skills at the executive level.
• Strong project management capabilities.
• Ability to develop comprehensive product, technology, and industry knowledge.
• Willingness to travel within North America.

Qualifications

• Equivalent to completion of 4 years of college-level coursework in a related field.

Preferred Qualifications

• Previous experience with SaaS.
• Clinical certification and/or experience with medical devices.
• Familiarity with CRM solutions, preferably Salesforce.
• Proficiency with Windows operating systems, Microsoft Office Suite, Teams, and customer support tools such as Salesforce and Zoho Desk.

Company Overview

Since its inception in 2007, Core Sound Imaging has been dedicated to providing an exceptional customer experience with Studycast, an advanced software as a service (SaaS) solution for image storage and reporting (cloud PACS). Our commitment to innovation is transforming the landscape of medical imaging and diagnostic interpretation, serving nearly 2,000 clients across the U.S. and globally who rely on Studycast for streamlined digital imaging and diagnostic testing workflows.