Customer Success Manager - US South Territory

We have an exciting customer relationship management opportunity with a fast-evolving and rapidly growing telehealth platform provider headquartered in Pittsburgh, PA. Iagnosis, which offers the consumer teledermatology service DermatologistOnCall, has an immediate need for an experienced Customer Success Manager that is located in the Southern US for management of customer accounts within this territory. Preferred location of the Customer Success Manager is Florida, but the company will also consider candidates located in Georgia and North Carolina.

Position overview:

The Customer Success Manager will work as part of the Iagnosis Customer Success team and have the primary responsibilities of onboarding, managing, and expanding relationships with providers and their supportive staff. Assigned to a specific set of customer accounts within the Southern US (which could include both local and out-of- state practices), the Customer Success manager is responsible for developing strategic and tactical account objectives and achieving goals relative to customer satisfaction and success. The Customer Success Manager will liaise between providers, staff members, and cross-functional internal teams to ensure the highest level of customer satisfaction. The Customer Success Manager will report to the Vice President, Customer Success.

Key responsibilities include:

  • Build and maintain strong, long-lasting customer relationships with providers and their staff
  • Oversee and coordinate the onboarding and training of new practices/platform users; this includes Providers (Doctors and Mid-Levels/Physician Assistants) and Practice staff
  • Maintain regular communication with assigned accounts - including site visits and face-to-face meetings - as a means to educate customers on best practices and company/product developments
  • Proactively assess, clarify, and validate customer needs on an ongoing basis
  • Seek out opportunities to expand customer utilization and adoption through addition of new provider platform users and/or product modules
  • Coordinate the involvement of company personnel, including technical support and management, in order to meet account performance objectives, customer expectations, and problem resolution/solution development efforts
  • Review and assess utilization reporting and metrics on an ongoing basis, including presentation of reporting to customers while highlighting both success and opportunity areas
  • Achieve strategic customer objectives defined by Iagnosis management, including assigned quotas in designated accounts; these will primarily be focused on customer adoption, driving visit volume, and increasing revenue
  • Develop a quarterly calendar of tactical objectives and activities and communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Maintain high customer satisfaction ratings and renewals
  • Complete required training and development objectives within the assigned timeframe
  • Document all account activities within the CRM tool (Salesforce.com) in a timely manner
  • Support marketing efforts such as trade shows, exhibits, health fairs, and other events

Job requirements include:

  • BA/BS degree or equivalent
  • 5+ years of customer success/account management or other relevant experience in client facing roles, with software industry and/or healthcare related experience - or experience working in a start-up environment - being a plus
  • Experience in delivering client-focused solutions based on customer needs
  • Demonstrated ability to communicate, present, and influence credibility and effectively at all levels of the customer organization, including executive and C-level
  • Ability to think analytically and to be able to use data/metrics to communicate progress to customers and to identify opportunity/issue areas
  • Excellent listening, negotiation, and presentation skills
  • Excellent verbal and written communication skills
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Proficiency with Word, Excel, and PowerPoint; experience with Salesforce.com or like tools a plus

Qualified applicants should send a cover letter and resume to Alex Kozak. A link to a LinkedIn profile should also be included, if available. Florida applicants only.