Customer Success Manager

Description

Activated Insights (formerly HCP), a leader in SaaS solutions for the post-acute and long-term care markets, is seeking an experienced and results-driven Customer Success Manager with exceptional communication skills and a proven track record in driving customer engagement and project management. Since our founding in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and making a positive impact on millions of patients, clients, and residents.  

In 2023, we united leading post-acute and long-term care technology companies to form a single brand, delivering mission-critical applications and analytics for better care. Our Activated Platform offers tools for employee engagement, education, satisfaction surveys, and reputation management. We empower providers to make the most of every interaction— for employees, clients, and beyond—through better understanding and improved experiences.  

Our mission is to support long-term and post-acute providers with mission-critical applications to improve outcomes for all stakeholders in the care continuum. Our vision is to partner with industry to enable the delivery of exceptional experiences. Our core values are:  

• Client-focused: Meeting our customers where they need us.  

• Committed: Be present where you are.  

• Innovative: Practical in how we help create value.  

• Accountable: Make it better through the measurement of our results.  

We are looking for a genuine and hardworking Customer Success Manager. This person’s focus will be supporting the company’s strategic objectives through the development of long term B2B working relationship with post-acute care providers across North America. This is a job that requires excellent communication skills and someone who is passionate about helping businesses in the post-acute care industry.  

Qualifications

Responsibilities: 

• Meet and exceed retention, contract expansion and overall customer satisfaction goals with assigned Strategic customers 

• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services 

• Work with clients to establish critical goal, or other key performance indicators and aid the customer in achieving their goals 

• Assist sales with high value prospects in final stages of the sales process with the goal of increasing conversion rates while providing a seamless experience to new customers 

• Manage account setup and onboarding for all assigned customers. Provide customers with additional training, resources, and support as needed.   

• Conduct scheduled Business Reviews (BR) for all assigned customers at intervals determined by customer value. This may require travel to visit the customer at their location 

• Proactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk 

• Work with assigned customers that communicate their intent to cancel or downgrade their subscription with the goal of understanding why they would like to cancel or downgrade and if possible, get the customer to renew 

• Identify upselling and/or marketing opportunities and provide leads to the appropriate team 

• Maintain up to date information, status, documentation, and other pertinent details of assigned customers in Activated Insights Customer Relationship Management (CRM) tool 

Required Experience/Skills 

• Minimum 2 years of experience working in a professional environment, preferably in customer service 

• Bachelor's degree in Business Administration, Communications, Marketing or related field, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities 

• Previous experience in Customer Success or equivalent history in increasing customer satisfaction, adoption, and retention 

• Proven customer focus experience ensuring the customer perspective is a driving force behind business decisions and activities 

• Proven track record of delivering measurable results 

• Excellent verbal and written communication skills working in a professional environment 

• Excellent, time management, organizational and planning skills 

• Knowledge of and/or experience with a CRM tool 

• Software-as-a-Service (SaaS) experience with customer service 

• Experience with screen share software 

Computer Skills 

To perform this job successfully, an individual should have knowledge of computers/software, MS Windows, Word, Excel, PowerPoint, Google Chrome, and Outlook