Customer Success Manager

About the position

The Real-Time Location System (RTLS) Customer Success Manager's objective is to ensure long-term success of assigned healthcare systems that are using Midmark's RTLS solutions. The goal of this position is to cultivate and maintain strong, loyal relationships, ensuring a high level of customer satisfaction with product offering and services and have an awareness of the customer journey while guiding expansion desires of the RTLS platform within key accounts and to develop ongoing renewal growth.

Responsibilities

• Build strong, long-term customer relations within multiple departments and ensure customer satisfaction, retention, and growth within assigned accounts.
• Utilize sales and negotiation skills to help expand the footprint of RTLS application within existing accounts.
• Drive customer engagement for referenceability, case studies, webinars, and voice of customer for platform development and testing.
• Partner with internal teams to drive customer satisfaction and positive referenceability among existing strategic accounts and relationships.
• Understand and shape client's goals for the Midmark RTLS platform within their enterprise while identifying opportunities to drive value through product adoption, best practice sharing, and engagement with Success Coach and Clinical Education team.
• Develop ongoing success plans and stakeholder mapping to ensure alignment, product adoption, customer loyalty, and buy-in for product offering within account.
• Act as clients' escalation path and provide oversight of sales and service interactions.
• Maintain pulse of our product/brand's perceived performance in client's environment.
• Serve as the voice of the customer to receive and interpret feedback to internal teams while proactively looking for ways to continuously improve the customer experience.
• Proactively organize and lead regular face-to-face client review meetings with healthcare provider champions and stakeholders including periodic roadmap discussions and executive business reviews.
• Identify client needs/issues and assess/define solutions or resolutions in coordination with internal Midmark RTLS teams.
• Coordinate and lead, as necessary, activities across internal teams and with channel system integrators to cultivate client success.

Requirements

• Four-year college degree required, MBA desired.
• Minimum of 3 years (5+ years preferred) working in the healthcare industry with in-depth knowledge of healthcare systems' organizational design.
• Prior business development, customer relationship management, or healthcare consulting experience desired.
• Prior experience with RTLS strongly desired.

Nice-to-haves

• Knowledge and awareness of Midmark RTLS products, solutions, and services, along with emerging trends and technologies in the healthcare industry.
• Experience navigating and communicating effectively across health system stakeholders.
• Understanding of operational and clinical workflows and key performance indicators.
• Goal oriented, focused, dedicated and driven.
• Must be highly motivated and enthusiastic while demonstrating ability to make decisions and maintain a professional demeanor under pressure while responding to evolving priorities.
• Ability to establish rapport, trust and confidence with clients, internal teams, and peers.
• Excellent communication (verbal and written) skills and strong interpersonal skills to communicate at any level of the organization.
• Willing and able to address escalated client issues with urgency and speed.
• Ability to develop creative strategies and move them to initiatives and successful delivery.
• Attention to detail and ability to multi-task.
• Ability and willingness to travel frequently.
• Understanding of principles for continuous improvement.
• Ability to work with little or no direct supervision, time management.