Customer Relationship and Success Manager, Product Team

$110,000 - $120,000/Yr

Ecg Management Consultants - Boston, MA

Full-time - Mid Level

Boston, MA

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Relationship and Success Manager for the Product Team at ECG plays a crucial role in managing and nurturing relationships with subscribing customers. This position focuses on ensuring that clients derive maximum value from their subscriptions, optimizing product usage, leading renewal efforts, and collaborating with internal teams to enhance product offerings. The role requires a strong understanding of SaaS products and the healthcare landscape, with the goal of driving customer satisfaction, retention, and revenue growth.

Responsibilities

• Manage the entire post-sale life cycle of subscriber relationships, ensuring proactive engagement to maintain satisfaction and improve retention.
• Lead renewal and renegotiation processes with subscribers to maximize retention and revenue.
• Collaborate with subscribers to understand their needs and ensure they fully utilize product features to achieve business goals.
• Coordinate the onboarding process for new subscribers, ensuring smooth product setup and integration into customer workflows.
• Serve as the primary point of contact for subscriber inquiries, providing expert-level support and resolving issues efficiently.
• Develop and maintain strong relationships with subscribers by delivering exceptional service and value.
• Establish a feedback loop with subscribers to gather insights for product enhancements and customer success strategies.
• Meet or exceed subscription renewal revenue targets by implementing effective account management strategies.
• Stay informed on industry trends related to healthcare and SaaS solutions to identify opportunities for product enhancements.
• Provide periodic reports on subscription revenue, renewal rates, and key metrics to internal stakeholders.

Requirements

• Bachelor's degree in marketing, business administration, communication, liberal arts, or a related field.
• Four or more years of experience in customer success, account management, client relationship management, business development, or sales within the technology product sector.
• Proven track record of meeting or exceeding customer success and retention targets and driving revenue growth.
• Excellent communication, presentation, and facilitation skills.
• Strong issue resolution and conflict management skills.
• Ability to quickly relate to clients and build strong relationships.
• Strong problem-solving abilities and excellent professional judgment.
• Proficiency in Issue Resolution and CRM software (e.g., Microsoft Dynamics, Salesforce, ServiceNow, Jira).
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice-to-haves

• Experience specifically with Microsoft Dynamics or ServiceNow is a plus.
• Healthcare, IT, or SaaS experience is a plus.

Benefits

• Medical, dental, and vision coverage
• 401(k) matching program
• Unlimited PTO
• Wellness programs
• Annual incentive compensation program based on performance