Customer Success Manager - Virtual/Remote
Company: mPulse Mobile
Location: Minneapolis
Posted on: May 16, 2022
Job Description:
Job DescriptionPurpose of the Role:Client management role
focused on client account management, planning and coordination of
account activity, generating growth opportunities, and overall
client satisfaction and retention. This position develops deep
relationships within client organization that lead to increased
adoption, utilization, and revenue opportunities. Gain extensive
knowledge of client strategy, operational goals, internal
stakeholders, decision making processes, business needs, and other
internal factors that provide opportunity for product adoption and
revenue growth. Responsible for identifying, developing,
documenting, and implementing new client use cases with ROI, Case
Studies, and/or client testimonials. This role will also be
responsible for using growth management tools required to
accurately forecast and report on client revenue performance.
BenefitsPermanent Flexible Hybrid work schedule (remote), Medical
insurance, Dental insurance, Vision insurance, Prescription drug
coverage, 401K, 401K with company match, Life Insurance, Health
Spending Account (HSA), Flex Spending Account (FSA), Paid holidays,
Phone/Internet Stipend, Paid time off, Employee Referral Program,
Community service programsCulturemPulse Mobile is reimagining
health engagement to inspire healthier lives and deeper
relationships between healthcare organizations and their consumers.
Healthcare's leading Conversational AI platform combines with
award-winning health education for the streaming age to deliver
tailored digital health engagement that educates and activates
healthcare consumers. With over a decade of experience, 100+
healthcare customers and more than 300 million conversations
annually, mPulse Mobile has the data, the expertise and the
solutions to drive healthy behavior change.
The Perks:
- Enjoy Flexible PTO and flexible work hours
- Hybrid, remote-first working model with quarterly team meetings
(travel paid by mPulse)
- Two office locations: Encino, CA, San Mateo, and Minneapolis,
MN
- mPulse Mobile covers 100% of employee only premiums for
selected plans as well as 25% dependent coverage
- Full Vision and Dental - Dental and Vision individual premiums
paid by mPulse
- 401K Program with a 4% match
- 3 Weeks Paid Maternity/Paternity Leave
- Wellness and Work from Home stipend
- Virtual Happy Hours & events
- Weekly All-Hands meetings giving regular access to
leadership
- Several team interest groups including: Diversity, Inclusion, &
You committee, Culture Club, and mPulse Mobilize
- Laptop fitness station in LA Office
- Ping pong conference table and Foosball
- Free snacks and drinks
- mPulse Mobile is the award recipient of Inc. Magazine's "Best
in Business - 2021" and BuiltIn's "Remote First Best Places to Work
- 2022"ResponsibilitiesDuties and Responsibilities:
- Serve as overall quarterback for clients, build/maintain
lasting relationships with key decision makers and responsible for
showcasing value
- Be a project manager and thought leader for customer
implementations and ongoing program engagement.
- Develop a deep understanding of mPulse's technology to help
create best practices for customer success.
- Develop strategic adoption plans for each customer.
- Partner with cross-functional teams including Sales, Marketing,
and Customer Success, all while serving as the voice of our
customers within the organization.
- Coordinate and facilitate regular Executive Business Reviews
with customers.
- Handle day-to-day requests and customer issues thoughtfully and
quickly, soliciting feedback while maintaining a strong sense of
product direction.
- Lead on identifying, escalating, and resolving all client
issues
- Build out strategic communication campaigns throughout the
customer lifecycle.
- Responsible for key customer success metrics, including
customer churn, account growth, and client satisfaction
- Deliver a consultative approach in engaging with customers
through onboarding to implementation and growth.
- Responsible for account retention, account growth, and client
satisfaction.
- Monitor programs and ensure value delivery to clients
- Leverage comprehensive understanding of company products and
services to provide relevant adoption, recommendations, and upsell
opportunities for client solutions with ROI
- Manage internal resources efficiently to achieve client and
company goals
- Consult on product innovation and improvements
- Up to 5% travelSkills, Abilities, and Experience:
- 2+ years healthcare or technology industry experience
- 1+ years of sales/revenue growth experience
- Experience managing single site or functional accounts of
moderate scale and complexity
- Demonstrated success in client relationship planning,
management, and strategy
- Experience working with healthcare related technologies, data,
and software(s)
- Prior experience in cross-functional roles and team
collaboration
- Strong analytical and problem-solving skills
- Expertise in leading client adoption, measurement, and
achievement of ROI
- Experience in complex project management
- Excellent organizational skills, ability to multi-task, and
self-motivating
- Technical aptitude with ability to adapt, learn quickly, and
teach others
- Proficient use of MS Office Suite, project management tools,
JIRA, etc.
- Excellent communication skills and highly collaborativeMinimum
Experience:
- Bachelor's degree or 4 years related experience to supplement
for education
- 2+ years Account Management or Customer Success experience
- Healthcare or Technology experience
- Project Management experience*Please note, due to the
requirements of this position, responses may automatically
disqualify you from moving forward in the application process.
Please review minimum qualifications thoroughly before
applying.
Behavioral Competencies:
- Attention to Detail
- Independent Self-Starter
- Growth Mindset
- Highly Organized
- Critical Thinker
- Problem Solver'
- Excellent Communicator
- Ability to Prioritize
- Team Work & Collaboration
- Multi-Tasker with Strong Sense of UrgencyRequirementsAuthorized
to work in the US without sponsorshipMinimum 2 years Account
Management or Customer Success experienceHealthcare or Technology
experienceProject Management experienceBachelor's degree or 4 years
related experience to supplement for educationKnowledge in:
Microsoft Office
Equal Opportunity EmployerEqual Opportunity Employer: All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity
or national origin.
Requisition #ckz6ejn2n7qmd0qqpg61lnev8
Keywords: mPulse Mobile, Minneapolis , Customer Success Manager - Virtual/Remote, Executive , Minneapolis, Minnesota
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