What are the responsibilities and job description for the Customer Success Manager position at PurpleLab?
PurpleLab® is seeking to add a Customer Success Manager (CSM) to onboard new customers and build deep relationships with our existing client base. In this role you will work cross functionally with clients, sales and product teams driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. As a Customer Success Manager, you will work to understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. Customer Success Managers are involved in the pre-sales process of the customer journey with product demo and trial engagement and continue post-sale with onboarding, engagement, expansion, and renewal activities.
Responsibilities
PurpleLab® is a Healthtech company with a mission to spur value-driven innovation in healthcare to improve outcomes for patients. HealthNexus™, the company’s no-code analytics platform empowers life sciences, payers, providers, and other stakeholders with real-world evidence to solve conventional and emerging challenges faster and more cost effectively.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties or responsibilities. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Responsibilities
- Serve as an adviser to PurpleLab’s prospective and new customers to ensure successful onboarding, engagement, renewals, and expansion of the client relationship.
- Understand customer outcomes by communicating with customers, analyzing customer health metrics, and gathering other feedback.
- Represent the voice of the customer to provide input into every core product, marketing, and sales process.
- Collaborate closely with team members to support renewals and expansion opportunities.
- Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.
- Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
- Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
- Staying informed about competing products and services.
- Bachelor’s degree.
- 5 years customer success experience in SaaS and/or DaaS services industry.
- Advertising market experience.
- Experience with SQL or other data analytics tools.
- Deep experience with onboarding and relationship management in a B2B environment.
- Demonstrated ability to achieve hands-on results working cross-functionally with sales, marketing, and product teams.
- Solid writing and presentation skills to translate detailed content into impactful client success documents.
- Skills of successful candidates include being proactive, collaborative, customer-focused, detailed, persistent, active listeners, and resourceful.
- Solid project management, planning, and organizational skills with good attention to detail; ability to work independently as well as part of a team.
- Opportunity to impact healthcare: Make a real difference by shaping the way we leverage data to improve healthcare and advance patient outcomes.
- Collaborative and dynamic environment: Work alongside a supportive team of passionate and talented individuals who share your dedication to data-driven solutions.
- Competitive compensation and benefits: Enjoy a comprehensive benefits package and competitive salary that recognizes your expertise and contribution.
- Continuous learning and growth: Foster your professional development through ongoing training opportunities and exposure to cutting-edge data technologies.
PurpleLab® is a Healthtech company with a mission to spur value-driven innovation in healthcare to improve outcomes for patients. HealthNexus™, the company’s no-code analytics platform empowers life sciences, payers, providers, and other stakeholders with real-world evidence to solve conventional and emerging challenges faster and more cost effectively.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties or responsibilities. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
