Customer Success Manager

$82,000 - $82,000/Yr

Medcor - Denver, CO

Full-time - Mid Level

Denver, CO

Ambulatory Health Care Services

About the position

The Customer Success Manager at Medcor is responsible for ensuring customer satisfaction and retention while identifying opportunities for improvement and new business. This role involves building strong relationships with customers, understanding their needs, and collaborating with internal teams to maximize the value of Medcor's products and services. The position is remote, based out of Denver, CO, and requires travel approximately 13 weeks per year.

Responsibilities

• Proactively build relationships with customers through regular communication and represent customer interests.
• Develop a comprehensive understanding of Medcor's and the customer's markets, competitors, pricing, and value propositions.
• Collaborate with internal teams to understand client definitions and metrics for success.
• Meet with customers to understand their goals and priorities, and set clear expectations and objectives.
• Escalate customer issues to the appropriate departments for resolution and serve as a liaison for efficient resolution.
• Review deliverables with customers to ensure quality standards and expectations are met.
• Proactively address recurring issues based on customer feedback and escalate as needed.
• Manage and deliver against account goals within the defined strategy.
• Collaborate with the sales team to identify upselling and cross-selling opportunities during contract renewal.
• Cultivate and maintain strong relationships with key stakeholders at customer organizations.
• Ensure successful implementation of new site/service and communicate scope and service level expectations.
• Provide regular updates on service performance, contract status, risk level, and changes in customer data and contacts.
• Address billing and invoicing questions and collect on delinquent accounts.
• Complete additional tasks, duties, and projects as assigned.

Requirements

• Associates degree or relevant experience (total of 6 years of experience) may be considered in lieu of a degree.
• 2 to 4 years of experience in account management, customer service, or operations.
• Proven track record of driving measurable customer outcomes and success.
• Familiarity or knowledge of negotiating renewal contracts.
• Familiarity or knowledge of Customer Relationship Management (CRM) technology.
• Excellent interpersonal and communication skills, both written and oral.
• Critical thinking and problem-solving skills.
• Ability to understand critical customer business drivers and design solutions accordingly.
• Ability to build constructive working relationships.
• Strong leadership and emotional intelligence.
• Ability to focus on results and achieve desired outcomes.
• Proficiency in Microsoft Office.

Nice-to-haves

• Bachelor's degree
• 4+ years of account management, customer service, or customer success experience.
• Knowledge or experience with Workers Compensation, Healthcare System, and On-site Occupational Healthcare.
• Experience negotiating renewal contracts.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance