As a Customer Success Manager, you will be responsible for onboarding new customers, and driving their post deployment adoption leading to renewals, expansion, and positive references across the SmartWorks customer base.
Reporting to the Director of Customer Success, you will contribute to the development and execution of our Customer Success capabilities in order to advance all customers along their customer journey and achieve an enduring customer relationship.
Key Responsibilities
Customer Success Focus and Customer Care:
· Drive the Customer Success Journey for our Top 15 ARR Accounts, from initial onboarding to product adoption, expansion, advocacy, and ultimately renewal.
· Increase IB growth of top 15 ARR by:
o Increasing ARR
o Increasing product entrenchment
o Retaining Customer
o Managing NPS to Promoter Level
· Increase Customer Engagement through:
o Visit Plans
o Conference Participation
o Product Engagements
o Campaigns
· Create, execute, and drive work order closures from Customers, Campaigns, and Referrals
· Work closely with Support Services, Professional Services, and R&D to address customers’ needs and work with Subject Matter Experts on defining the required solution in order to fulfill their work orders.
· Facilitate or host webinars with experts to enhance customers’ product knowledge and adoption of SmartWorks products, managing training and consultative tickets, and creating customer best practices.
· Ensure CRM data currency on all Accounts worked and on all work orders
· Customer Onboarding
o Sales handoff from contract signature to customer onboarding
o Drive welcome activities
· Support endurance activities
o Assist in renewal management of common offerings (e.g. service packages)
o Mitigate risk of churn
o Enhance Customer Success processes
o Maintain healthy customer engagement levels
Customer Advocacy
· Nurture customers and ensure you are advocating their journey by becoming their go-to-person
· Deliver insights to help customers optimize the value of the SmartWorks products and improve their overall engagement
· Facilitate touchpoints with similar customers and SmartWorks subject matter experts
· Maintain strong customer retention rates aligned with corporate goals
What we are looking for:
· Ability to accomplish results working through others
· Hands on, individual contributor and collaborative team player
· Willing to travel up to 20% when appropriate and safe to do so
· Ability to travel within Canada and the US
· Minimum of a Bachelors’ Degree or relevant post graduate experience in preferably a technical field such as Computer Science, Electrical Engineering, Computer Engineering, etc.
· Minimum three to five plus years in the Software Industry interacting with clients through Support, Product Management, Consultant, or Sales
· Ideally the candidate has some experience with the utility industry
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions:
♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength.
Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own.
The enhanced HARRIS Flex solution comes with new functionality including:
♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and
♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes.
♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
