Client Success Manager

Centor - Perrysburg, OH

Full-time

Remote - Perrysburg, OH

Merchant Wholesalers, Durable Goods

About the position

The Technical Onboarding Lead is responsible for ensuring a smooth and successful onboarding experience for new pharmacy clients and their patients. This role involves working closely with pharmacy leaders to guide them through the process of setting up a remote monitoring program using our devices, ensuring that both the pharmacies and their patients have a seamless onboarding experience. The Technical Onboarding Lead plays a critical role in establishing strong customer relationships and ensuring customer satisfaction from the outset. In this position, you will lead new pharmacy customers through the onboarding process, which includes setting up devices, configuring our software, and integrating with existing systems. You will provide hands-on training sessions, both remotely and on-site, to ensure that pharmacists understand how to effectively use our medication adherence devices. Additionally, you will assist pharmacists with any technical issues they encounter during onboarding, working closely with technical teams to resolve any challenges that arise. Documentation is also a key aspect of this role; you will be responsible for creating and maintaining comprehensive onboarding documentation, including user guides, FAQs, and troubleshooting tips. Regular communication with customers is essential to ensure they are progressing through the onboarding process and to address any concerns they may have. You will also gather feedback from customers during and after onboarding to improve the process and product. Collaboration with the Sales, Product, and Support teams is necessary to ensure customer needs are met and to share insights from the onboarding process. Finally, you will track and report on onboarding metrics, including customer satisfaction, onboarding time, and adoption rates.

Responsibilities

• Lead new pharmacy customers through the onboarding process, including setting up devices, configuring software, and integrating with existing systems.
• Provide hands-on training sessions (remote and/or on-site) to ensure pharmacists understand how to use medication adherence devices.
• Assist pharmacists with any technical issues encountered during onboarding, working closely with technical teams to resolve challenges.
• Create and maintain comprehensive onboarding documentation, including user guides, FAQs, and troubleshooting tips.
• Regularly communicate with customers to ensure they are progressing through the onboarding process and address any concerns.
• Gather feedback from customers during and after onboarding to improve the process and product.
• Collaborate with Sales, Product, and Support teams to ensure customer needs are met and share insights from the onboarding process.
• Track and report on onboarding metrics, including customer satisfaction, onboarding time, and adoption rates.

Requirements

• Bachelor's degree in a related field (e.g., Information Technology, Computer Science, Engineering) or equivalent experience.
• 5+ years of experience in a customer success or similar role.
• Experience with healthcare devices and software integration is a PLUS.
• Excellent communication and interpersonal skills.
• Ability to explain complex technical concepts to non-technical users.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple customers and projects simultaneously.
• Proficiency in using CRM and support software tools.

Nice-to-haves

• Experience with remote monitoring technology.
• Previous experience in a startup or fast-paced environment.
• Project management skills and experience.

Benefits

• Competitive compensation
• Opportunities for professional growth and development.
• Flexible work hours and remote work options.