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Transact Campus · 2 days ago

Level II Client Success Manager

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Transact Campus, in partnership with CBORD, is a leader in integrated technology solutions for various sectors including education and healthcare. They are seeking a Level II Client Success Manager to manage healthcare food service accounts, focusing on client relationship building, system optimization, and ensuring clients achieve their goals through effective consultative guidance.

EdTechFinancial ServicesFinTechInformation ServicesInformation TechnologyPayments

Responsibilities

Work with our Sales and Implementation team members to generate seamless handoffs between groups:

Confirming and aligning business goals and expected outcomes

Defining the strategy, key metrics and milestones via Client Success Plans

Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success

Address any post-implementation changes uncovered through client consultation and discovery calls

Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life

Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives

Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals

Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client

Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges

Consistently bring a strategic lens to educate our clients in 3 ways:

Market Lens: educate your clients on what’s happening in the hospital industry and how it relates to them

Business Lens: understand our clients’ strategic objectives and advise on what they should be thinking about next

Product Lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently. Advise and educate through best practices and performance benchmarking

Proactively address red-flag and re-engage customers through training, chairside and strategy sessions

Partner with Technical Support to communicate effectively with clients on outstanding issues

Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement

Communicate with customers on system upgrades and new features that relate to their objectives

Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally. Become an expert in recruitment technology and workflow to deliver consultative solutions to customers

Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach

Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives

Qualification

Account ManagementCustomer SuccessRelationship ManagementTechnical AptitudeSalesForce.comCommunicationPresentation SkillsAdaptabilityProblem SolvingTeam Collaboration

Required

Bachelor's degree from a 4-year accredited college or university

4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider

Skilled at building lasting relationships with customers and providing superior value and follow up

Excellent presentation, written and oral communication skills

Adaptable to frequent change

Strong technical aptitude

Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication

Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook

Working knowledge of SalesForce.com or similar CRM system