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Customer Success Manager

2 months ago

Carson City, United States West Technology Group, LLC Full time
For this opening we will consider candidates from the following locations: ,NV,United States |

Thank you for considering a career at TeleVox

For over 30 years, TeleVox, a business segment of the West Technology Group, has been the trusted leader in automating and transforming patient engagement. With 1,000+ enterprise health systems and 10,000+ provider organizations as customers, we seamlessly integrate with leading EHRs to enable real-time communication. Bridging the communication gap in healthcare, we empower facilities, pharmaceutical companies, and life sciences organizations to effectively engage and enhance the patient experience. Discover more at TeleVox.com

About the Role

We are looking for an experienced Customer Success Manager who possesses a successful history supporting software-as-a-service (SaaS) platforms for enterprise healthcare clients in a leadership role. This individual must have prior experience managing large enterprise clients through multi-year contracts with successful product renewals. This candidate should be able to bring forward creative approaches to solving problems for their previous clients and how they were able to reduce (or eliminate) customer churn. We will not succeed unless our customers receive massive value from our service.

This role will join our growing team of customer success professionals, reporting directly to Senior Manager of Customer Success. An ideal candidate for this position enjoys working in a fast-paced team environment, is enthusiastic about managing and motivating a team, can approach problem-solving challenges independently, has a strong attention to detail, and a passion for improving the healthcare experience.

Primary Responsibilities and Assignments

  • Understand our customers’ strategic vision, goals and KPIs, and ensure that TeleVox’s platform is aligned to meet or exceed expectations. 
  • Be accountable for broad customer portfolio’s overall success with TeleVox, including renewals, adoption, customer health and satisfaction.
  • Identify client risk and work with extended TeleVox team to create and execute on get well plans and remove barriers for their team.
  • Build and maintain a library of reusable content to assist in architecting expansion opportunities, through ROI estimates, workflow diagrams, product mockups and value proposition.
  • Build relationships at the VP/C-Suite level and manage multiple client buyer/decision maker relationships. 
  • Form strong cross-functional bonds with Sales, Implementation, and Engineering team members to deliver high quality deliverables for TeleVox’s customers. 

Required Skills and Professional Background

  • Bachelor’s degree in business or another related field.
    • Equivalent work experience in a similar position may be substituted for educational requirements.
  • 3+ years’ experience in a Customer Success role within healthcare
  • Experience with electronic health record (EHR) systems.
  • Experience working in SQL.
  • Experienced in managing distributed teams and building relationships at VP/C-Suite level.
  • Proven track record as a trusted advisor with strong consulting skills.
  • Proficient in customer relationship management tools.
  • Skilled in prioritizing, multitasking, and performing under pressure with deep understanding of client workflows and business process improvement.

Desirable Qualifications and Expertise

  • Experience with Epic HL7
  • Familiarity with user-centered design and agile development principles
  • Track record of driving revenue growth and expanding customer base
  • Experience in implementing process improvement initiatives and creating new methodologies.
  • Customer-focused and innovative mindset

In addition to competitive pay, we understand that employee benefits are an important factor in your choice of where to work. That’s why we offer a comprehensive benefits program for you and your family. 

  • Medical, dental, vision insurance
  • Health savings and flexible spending accounts
  • Mental health and wellness program (EAP)
  • Paid time off including vacation, holiday and sick time.
  • 401(k) retirement plan with company match up to 6% after one year.
  • Tuition reimbursement & in house learning platform
  • Service awards. . . and much more.

TeleVox benefits help support better lives for our employees and our learning and development offerings can train them to become the next generation of business leaders.

Apply today and be a part of Innovative Technology

We have discovered the most effective way to create and maintain a global presence is to represent diversity in its workforce. Our company continues to thrive because we employ a unique group of diverse, talented individuals. By encouraging diversity in our workplace and implementing an Equal Employment Opportunity/Affirmative Action Program, we are better able to understand, address and provide the ingenious solutions to which our clients are accustomed. It is our practice that no employee or job applicant be treated unfairly on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or any factor unrelated to sound business practice.

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