Field Customer Success Manager – Client Management I

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

📋 Description

• Deliver exceptional service to designated customers

• Cultivate relationships with assigned customer accounts and key stakeholders

• Assess and address customer goals, needs, and challenges

• Inform customers about products and promote their adoption and usage

• Meet retention targets and encourage opportunities for expansion

• Partner with Sales to retain and grow assigned customer accounts

• Acquire a thorough understanding of Net Health products, services, and customers’ HIT requirements

• Create and implement Customer Success Plans

• Respond to customer needs and act as an escalation point for issues

• Track and evaluate customer consumption and utilization metrics

• Educate customers on outcomes and advise on potential enhancements

• Maintain regular communication with customers through scheduled meetings

• Promote attendance at webinars, customer conferences, and product feedback programs

• Work with Net Health departments to address escalated issues within SLA parameters

• Utilize Professional Services and Critical Care teams to fulfill customer requirements

• Act as a trusted advisor for strategic and/or large-scale customers

• Oversee compliance with license agreements and/or SLAs

⛳️ Requirements

• Bachelor’s Degree

• 0–2 years of relevant experience; degree or equivalent may be considered

• Proficient in Microsoft Office Suite

• Capable of managing customer relationships, goals, needs, issues, adoption, utilization, retention, and expansion opportunities

• Skilled in developing and executing Customer Success Plans

• Proficient in monitoring and analyzing customer consumption and product utilization

• Able to address customer needs and act as an escalation point

• Collaborative approach with Sales and other departments

• Competent in monitoring license agreements and/or SLAs for compliance

• Ability to exercise discretion and independent judgment in significant customer-related matters

🏝️ Benefits

• Work-from-anywhere environment

• Unlimited PTO

• Comprehensive benefits package

• Employee Resource Groups

• Casual dress code

• Prioritized employee wellness

• Diversity and inclusion initiatives

• A Voice

• New hire support

• Career development

• Educational assistance

• Employee referral bonus

• Progressive parental leave