Customer Success Manager

About the position

The InterSystems Customer Success Management team's mission is to ensure our End-User Customers (in Health Care, Public, and Financial Services segments) maximize adoption of our software solutions, gain expected and measurable business value, and achieve high on-going satisfaction with our partnership. Customer Success Managers (CSMs) play a critical leadership and execution role partnering with customers and teams in sales, sales engineering, client services and support, professional services, product, and marketing, to fulfill this mission.

Responsibilities

• Drive positive and increased adoption across an assigned portfolio of End-User customers (8-20 depending on revenue & complexity) to ensure they achieve maximum value from InterSystems solutions.
• Understand and track customer’s business objectives, priorities, and value KPIs to ensure adoption activities and our partnership are aligned to deliver against goals.
• Lead proactive adoption activities and deliverables such as MSPs, Value Assurance Check-ins, QBRs, and involve sales, sales engineering, client services & support, professional services, product and others.
• Build and strengthen customer executive and operating team relationships with key stakeholders (I.e., CIO/CTO, Program Sponsor, Leads for IT, Interoperability, Analytics and Clinical outcomes).
• Lead and facilitate post-go-live customer cadence calls following strong program management practices, ensuring agenda are aligned to drive progress and resolve issues and the right InterSystems experts are involved.
• Act as the program manager on major customer issues, requirements, and/or expectation gaps that require strong alignment and communication across multiple departments (such as customer support, product management, development, sales engineering, sales, training/education, etc.) to deliver successful outcomes.
• Monitor customer health data/KPIs to anticipate major risks/opportunities, mobilize and drive resources required to act based on the CSMs assessment.
• Ensure customers are aware, educated and capitalizing on contracted product capabilities, upcoming fixes/patches, security updates and other releases, leveraging InterSystems product experts in sales engineering and product management.
• Be viewed as a 'trusted advisor' by consistently providing data-backed recommendations to improve adoption and bringing in the right experts.
• Provide 'voice of the customer' feedback to Product Management and Services on improvements and fixes to increase adoption, value, performance, and stability.
• Identify customer use case and solution expansion opportunities as they emerge, communicate them to the responsible sales executive and sales engineer to act on.
• Represent and promote core InterSystems values; be respectful of client relationships, ensure an excellent relationship based on trust, adaptability, and integrity.
• Drive Customer Success initiatives, such as playbook development, Voice of the Customer-Net Promoter Score (NPS) survey and other tools.

Requirements

• 5 + years’ experience in customer facing roles in customer success, professional services, or account management focused on software, SaaS or managed services.
• 3+ years' experience in the Healthcare delivery, Healthcare insurance operations or Financial Services industries.
• Demonstrated experience managing and nurturing a portfolio of complex customers contributing $5M+ in ARR, and delivering successful KPIs such as NPS, NRR, Customer Success Stories and References.
• Strong communication skills with demonstrated ability to interact with and present to cross functional senior management stakeholders at customers and internally.
• Strong project management, workflow, and data analytics skills.
• Strong proficiency working with teams in professional services, product management, development and technical customer support.
• Understanding SaaS/Cloud technologies, related benefits, and success requirements.

Nice-to-haves

• Extensive prior work experience in healthcare and with healthcare technology at a software, or implementation consulting company, or at a Healthcare provider or Healthcare insurance plan company.
• Strong, practical knowledge of HL7, CCD, FHIR and other existing healthcare data interchange and interoperability standards.
• Prior work experience leading complex technical healthcare implementation programs to successful go-lives and managing subsequent transitions to operations.
• Experience with data analysis and BI tools such as Power BI, Tableau, Qlik, SAS, R, etc.
• Strong familiarity and experience building customer account plans with sales and executing customer success management milestones such as Mutual Success Plans and QBRs.