Customer Success Manager
2 days ago
We are seeking an experienced Customer Success Manager to join our team at Anatomage, Inc. This is an exciting opportunity to work with a leading company in the medical education industry.
The Customer Success Manager will be responsible for overseeing the daily operations of our customer support team, facilitating customer onboarding and adoption, and spearheading customer relationship management to address and resolve installation and service issues.
This role requires a customer-centric mindset, strong analytical skills, and the ability to communicate effectively with customers and team members. The ideal candidate will have a proven track record of success in customer service or customer support, with experience in managing a diverse group and training team members.
Key Responsibilities- Supervise the daily operations of the customer support team
- Facilitate customer onboarding and adoption
- Spearhead customer relationship management to address and resolve installation and service issues
- Identify key opportunities by monitoring customer activities and developing solutions
- Set customer service goals for team members and help them reach those goals
- Interact with customers and handle customer queries and complaints in a timely manner
- Maintain ongoing relationships with existing customers
- Make weekly and monthly reports and surveys and make suggestions to the development team, sales, and marketing team
- Identify and track KPIs, market trends, and report these findings by delivering regular business reviews and success plans to the management team
- Influence customer success through educating customers on Anatomage's revolutionary products or services
- Collaborate with sales, marketing, and product development teams to deliver solutions and tools to customers
- Possess a customer-centric mindset, strong analytical background, think critically, synthesize new data quickly, and prioritize efficiently
- 5+ years of experience in customer service or customer support position strongly preferred
- Exceptional ability to communicate and foster positive business relationships
- Experience in managing a diverse group and training each according to Anatomage's standards
- Ability to establish milestones and keep all team members on task
- Deep understanding of customer concerns and thoughts regarding the use of Anatomage products and the ability to troubleshoot as needed
- Demonstrated success in building and implementing programs that engage, educate, and deliver results against pre-defined measurement criteria
- Confident and eloquent communicator in writing, speaking, and facilitation
- Knowledge of Human Anatomy, products, and their use across customer segments is ideal
- Familiar with Salesforce, Outreach, or other CRM systems
- Proficient in Microsoft Word, Excel, and PowerPoint
- Strong analytical skills and ability to multitask
- Strong time-management skills
- Team player, who is pro-active and owns accountability
- Health, Dental, and Vision care for you and your family
- 401K savings plan with employer matching
- Generous PTO leave and paid holidays
- Opportunity to grow with the company
- On-site gym facility
- Fun, casual, and blooming culture
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