Customer Success Manager

4 weeks ago

Atlanta, Georgia, United States QGenda Full time
About QGenda

QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboard, deploy, and manage their workforce.

Job Summary

We're seeking a Customer Success Manager to join our Customer Experience (CX) organization. As a critical member of our team, you will strategically guide customers through their journey with QGenda, utilizing a personal touch aided by technology, with the goals of increasing adoption, driving expansion, and ensuring customer retention.

Key Responsibilities
  • Oversee the client lifecycle and proactively drive adoption of QGenda to ensure ongoing customer satisfaction and retention
  • Work cross-functionally with Technical Account Managers, Professional Services, and Support to ensure all customer requirements are correctly scoped and delivered
  • Build trust and strengthen long-term relationships with key influencers and executive stakeholders across your portfolio of customers
  • Design and execute programs to expand and deepen QGenda adoption, usage, and value across your customers, including training, enablement, evangelism, and customer internal marketing initiatives
  • Share customer success stories across the company to help inform our Go-To-Market strategies and partner with QGenda's marketing team to tell these transformation stories publicly through customer case studies
  • Review incoming customer concerns and drive appropriate get-well plans to improve all aspects of the customer's QGenda experience
  • Monitor at-risk customers, prioritizing outreach based on QGenda usage data and taking appropriate actions to manage escalations to an efficient resolution
  • Manage and achieve key business metrics, including NPS, CSAT, Churn, Health, and Adoption, as well as appropriate Revenue Retention goals
  • Leverage partnerships with sales organizations during expansion opportunities to grow customer footprint
  • Prepare and deliver recurring customer 'Business Reviews' with key customer contacts, assessing overall health of relationship as well as business value realized from QGenda's suite of solutions
Requirements
  • Proven ability to interact across organizations to ensure outstanding service is delivered to customers
  • Create evangelists by listening to customers closely and delighting them with our user experience and service
  • Adept at moving quickly between low-level execution and high-level strategic thinking
  • Ability to independently organize own work, set priorities, and meet critical time deadlines
Preferred Qualifications
  • Experience with Customer Success Platforms (i.e. PlanHat) preferred
  • Success COACHING CCSM Level 1 and Level 2 certifications
  • Experience/exposure to Healthcare market and IT ecosystem
About QGenda

At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.

We offer a comprehensive total rewards package to support our full-time employees and their family's day-to-day needs, well-being, and major life events.

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