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CipherHealth is a fast-growing company in the healthcare technology space with a suite of intuitive patient engagement solutions that streamline the responsibilities of hospital staff, increase patient involvement & satisfaction, & positively influence outcomes.

Our team is incredible. We are an award-winning company that strives to do better every day. Besides our fun team activities & events, company masseuse, & cornucopia of healthy snacks, the work ethic, commitment to core values, & firm knowledge that we help people across the country are really what tie us all together.

 Job Description

CipherHealth is looking for a Customer Success Operations Manager with 5-7 years of experience in a high growth & fast-paced SaaS environment. You will own the development, implementation, change management, & ongoing scaling efforts of the CS organization, including the alignment of work across the CS sub-teams of implementations, & support. Key areas of responsibility will include operational ownership of renewals, cross-team alignment of processes, playbook development, measurement & management of customer satisfaction initiatives, & the development of training & enablement functions. A key component of success will be the ability to roll up your sleeves, wear many hats, & effectively prioritize key initiatives, while consistently providing solutions for scale & efficiency.

Key Responsibilities include but are not limited to:

  • Define systems & processes that drive productivity, efficiency & visibility across the entire Customer Success organization.
  • Execute on optimization & scaling initiatives to support & enhance the customer experience
  • Provide project leadership to implement new software solutions, train the team on new technologies, & drive adoption of solutions.
  • Work cross functionally with the Senior & Executive leadership teams to manage & evolve the customer success processes
  • Renewal records management & oversight of our renewals forecast
  • Develop & execute renewal selling strategies
  • Support the continued evolution of a Renewals playbook
  • Ability to own, manage, & execute renewals including cross-functional work with Sales, Implementation, Customer Success, & Finance teams
  • Collaborate with Customer Success Managers on account planning & aligning quarterly business reviews (QBRs) to the customer journey with new opportunities to grow the relationship
  • Support Customer Success team in identifying, managing, & mitigating account risk in support of renewing accounts
  • Help create & execute on plans to ensure accounts are referenceable
  • Properly qualify expansion opportunities
  • Drive adoption of Salesforce platform, including reporting & dashboards for key business measures & performance
  • Customer Satisfaction measurement & service recovery efforts
  • Development & execution of training & enablement for Customer Success

 Qualifications:

  • 5-7 years of Customer Success Operations Management
  • Project Management experience
  • Experience reviewing & supporting SaaS contracts
  • Experience managing account records in a SaaS environment
  • Adult learning certifications (or work experience standing up training & enablement programs)
  • Highly energized team player
  • Experience & comfort in a dynamic, rapidly growing organization
  • Proficient in Salesforce.com
  • Intermediate to advanced competence with Microsoft Excel
  • Excellent verbal & written skills
  • Collaborative, Agile, Resourceful, consistently Engaged, & a roll-up-the-sleeves, I can do it attitude
  • Bachelors Degree

 Knowledge, Skills & Abilities:

  • Customer-focused & passionate about outcomes
  • Proven track record of working collaboratively, being agile, & resourceful
  • Prior Customer Success experience
  • Track record of successfully building & implementing CS training programs
  • Ability to cultivate positive cross-functional working relationships
  • Excellent communication skills, including writing, proof-reading skills & speaking
  • Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence
  • Process orientated & workflow optimization minded
  • Ability to prioritize, schedule & organize work
  • Ability to accomplish job requirements with limited supervision
  • Travel less than 5%
 
 
 
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