CX Manager – Health & Life Sciences

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical liaison for assigned accounts.

• Assist with onboarding, product training, and enablement to guarantee smooth deployment and product usage.

• Convert business requirements into technical solutions; drive the use case roadmap and guide feature application.

• Showcase product features and capabilities within the platform.

• Collaborate with customers to strategize on adoption and innovation roadmaps.

• Work together with Professional Services, Product, Support, and Engineering teams to address issues and identify enhancements.

• Comprehend and communicate technical best practices to customers.

• Establish and nurture strong relationships with key executive and operational stakeholders.

• Conduct business reviews to monitor ROI, assess performance against KPIs, and ensure alignment with strategic objectives.

• Enhance customer health and retention by identifying risks and implementing proactive success plans.

• Collaborate with customers to formulate change management strategies for effective adoption.

• Manage customer risks and escalations.

• Analyze product usage data and customer insights to pinpoint opportunities for increased impact.

• Develop and share case studies that highlight customer success and measurable results.

• Work closely with Account Executives, Sales Engineers, and Support to provide a cohesive customer experience.

• Offer feedback to product and engineering teams based on customer insights and usage trends.

• Assist with renewal and expansion initiatives by aligning product value with customer objectives.

⛳️ Requirements

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting within a SaaS or CCaaS/CPaaS context.

• Preferred experience in financial services, healthcare/lifesciences, retail, and consumer products.

• Strong technical knowledge with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred.

• Experience in software deployments and implementation methodologies, including agile and waterfall.

• Proven ability to align technology solutions with strategic business objectives.

• Comfortable engaging with C-level executives and translating technical concepts for non-technical audiences.

• Experience in customer journey mapping, stakeholder management, and success planning.

• Proficient in interpreting analytics to drive adoption and reduce churn.

• Excellent written and verbal communication skills, accompanied by a consulting mindset.

• Willingness to travel up to 20%.

• Experience with contact center technologies or customer experience platforms.

• Eager to engage in ongoing enablement related to product innovation and new offerings.

🏝️ Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

• 401(k) plan.

• Uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and aligned with business needs.

• 14 paid holidays each year.

• Uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.