Customer Success Manager

Job Description: Customer Success Manager, hybrid remote, located in West Chester, PA.

Who We Are:

Invisalert Solutions is an innovative software company that provides patient safety solutions to many of the leading healthcare providers from around the country. Setting the bar in specialty wearables and mobile software, we create transformational solutions that support patients on their path to recovery while enabling our hospital clients to deliver exceptional and safe patient care. We owe our success to our cutting-edge products and service, commitment to our people, and the incredible partnerships we make with our customers. Our commitment to our people manifests in our practice: promoting from within, personal development and mentoring, challenging work, inclusion, and diversity.

Job Summary:

Our Customer Success Managers are subject matter experts that are dedicated to ensuring our clients success by providing proactive and unparalleled support. We strive to build strong relationships with our clients as we work together to improve patient safety initiatives. The CSM will be focused on customer quality and satisfaction. You will use excellent verbal and written communication skills to address customer questions and use data to help guide recommendations on workflow improvements and system optimization. You will work as part of a dynamic cross-functional team to support continuous improvements and further develop our relationships. The successful candidate we are looking for is high performing, confident and independent while working well with a like-minded team.

Responsibilities:

· Subject matter expert on all Invisalert products

· Proven experience is SaaS

· Serve as a consultant and trusted knowledge resource for the customer as to how they can best utilize the product to provide value to their business

· Proactively engage customers to verify that they are satisfied with our products, service and support

· Develop and maintain client relationships

· Maintain and report customer quality metrics

· Successfully manage and resolve customer concerns with positivity

· Escalate customer issues appropriately and in a timely manner

· Capture product enhancement concepts through customer interactions

· Cross train with project management as assigned

· Travel to clients when appropriate

Requirements:

• Bachelor’s degree
• 3-5 years’ experience in a customer facing role
• Behavioral healthcare experience preferred
• Aptitude for quickly learning mobile application skills
• Excellent verbal and written skills – You will be required to demonstrate this at the interview
• Experience developing and delivering customer facing presentations
• Proficient in Excel
• Experience with Tableau (or similar data visualization software)
• Competence with all MS Office products

AAP/ EEO Statement

Invisalert Solutions is an equal employment opportunity employer and does not discriminate against employees or applicants based on race, creed, color, national origin, sex, age, disability, marital status, sexual orientation, citizenship status, or other characteristics of applicable law.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities
• Performance bonus

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Customer service: 3 years (Required)

Ability to Commute:

• West Chester, PA 19380 (Required)

Work Location: Hybrid remote in West Chester, PA 19380

Salary : $55,000 - $60,000