What are the responsibilities and job description for the Customer Success manager position at TechStars Group?
About the job Customer Success manager
CUSTOMER SUCCESS MANAGER
JOB SUMMARY
It is hard to find someone in todays world that hasnt been impacted by cancer. At OncoLens, we envision a world where every cancer patient has access to the best possible minds, therapies and innovations in care in time to make a difference.
OncoLens has created an AI driven oncology care platform that delivers next level multidisciplinary team collaboration, analytics and clinical decision support tools.
The OncoLens platform :
Integrates patient data across disparate data systems including EMRs, genomics, PACS, pathology and more.
Extracts actionable informatics from structured and unstructured data to identify patients for clinical trials, biomarker testing, stem cell therapies and more.
Enables multi-disciplinary care team collaboration within and across enterprises.
Join our team and be part of an exciting, rapidly growing company that is making a difference in the fight against cancer. We are looking for a Customer Success Manager with high energy, who is a self-starter and energized by working in a dynamic environment. We need an enthusiastic individual who can help us as we continue to grow our Customer Success team. This person will manage highly visible, strategic projects and customers. The successful candidate for this role understands the value of a strong customer success relationship and driving value through hands on and high-touch customer engagement. . This role will report to the Vice President of Customer Success.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Build and maintain strong relationships with a book of business that includes different tiers of healthcare customers
Act as the main point of contact for your customers, helping all active projects progress
Work strategically to grow accounts through effective strategic account plans and broadening key relationships
Understand how to identify opportunities for upselling and cross-selling by using value and customer understanding to identify growth opportunities.
Collaborate with any internal teams to address customer needs and address risk
Provide ongoing best practice support and guidance to customers
Monitor customer health, proactively addressing any issues
Act as the end-to-end owner of post-sale customer relationship
Understand customer workflows and user roles and act as the primary voice of the customer
Use metrics and measurement to drive account engagement and reporting
Actively track account health and build engagement tactics to ensure success criteria are exceeded
Know our products inside and out so that you can answer questions
Provide training as needed on our product suite
Be a creative problem solver and continuously engage your customers
Provide demonstrations of the application to prospective and current clients as needed
Maintain a positive, empathetic, and professional attitude toward customers always
KEY COMPETENCIES
A minimum of 3 years proven experience in a customer success role, preferably in healthcare technology
Excellent leadership and interpersonal skills
Superior and creative problem-solving skills
Strong written and verbal communication skills
Excellent organizational skills and ability to efficiently handle multiple issues at once
Understanding of how to be effective in an ever-evolving technology startup environment preferred
Strong business acumen and understanding of departments role in organization
Strong interpersonal, presentation, and communication skills and comfortable interacting with physicians and hospital leadership
Knowledge of healthcare operations; preferably cancer center
EDUCATION AND QUALIFICATIONS
Bachelors degree in business or relevant healthcare related field.
Certification in a cancer care related field (CTR, Navigator, etc.) or related experience in a cancer center preferred
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