Customer Success Manager

7 months ago

Greater Toronto Area, Canada PocketHealth Full time

**About the team & the role**:
We are looking for a creative, motivated and deeply curious individual to help build our dynamic Customer Success team. Our dream **Customer Success Manager **loves a dynamic mix of relationship management, thinking strategically about how to increase awareness of PocketHealth programs within your accounts, and obsessing about delivering the best possible experience for our hospital partners & their patients. Customer Success Managers are key members of our post-sales team and are responsible for developing strategic relationships with existing customers with the goal of growing their book of business quarter-over-quarter.

This role will focus on our **small to medium customers**, a perfect** entry level opportunity** for those looking to enter into Customer Success. You’ll be supported by a dedicated Marketing function and an all-star customer Onboarding team, who will work closely with you to achieve your account growth goals. **This is a full-time, work-from-home position with requirements for local travel to customer sites (0-2 days a week on average). Travel is primarily centered around the Southern Ontario region, but travel throughout Canada and the US may be required. You must be legally eligible to work in Canada and able to travel to the US for this role.**

**About You**:

- Experience in a customer-facing role like Sales, Customer Support or similar where customer experience is a key focus. Our CSMs are responsible for delivering the best possible experience for our hospital/clinic partners and their patients.
- Education in & passion for healthcare. Whether it be an undergrad in a related field, a certificate of some sort, or some courses on Udemy - we want to know that you're passionate about what you do and always want to be developing your skills. With acronyms like PACS being thrown around often, it’s helpful for you to know the lingo our providers use, too.
- Stellar relationship building skills. There’s a level of emotional and business intelligence required in a role like this which will help you navigate conversations with front line staff, technical experts, all the way up to Director level and beyond when onsite with our providers.
- You can get around: The best way to get to know our customers is often in-person. So, you have a driver’s license, a passport and a passion for in-person interaction.
- You're organizational royalty. Planners, calendars, notebooks - whatever you use works for you, and works for you well. Your organizational skills allow you to manage a book of 30+ accounts with ease without overwhelm and without sacrificing integrity or the experience we create for our providers.
- You hustle. This means you take ownership of the growth in your book of business and do what it takes to get it done - and get it done well.

**These Will Help You Be Successful**:

- Existing experience as a CSM or similar where expansion & growth has been a key focus. Our CSMs do important work and already being familiar with the expectations of a job like this will help you get up to speed quickly.
- You know what needs to get done, and you know how to break it down and deliver. From start to finish, you pride yourself on seeing it through and executing with excellence.
- Drive, ownership and delivering value are part of your DNA. You should be able to point to multiple examples from the past that clearly demonstrate how you overcame obstacles to reach expansion targets.
- Your track record of building relationships internally and externally is one that you're proud of. Building relationships comes naturally to you. You're big on feedback so share it regularly, and keep the customer experience top of mind. You're comfortable demoing and training stakeholders on new & existing functionality.
- Your creativity and innovation allows you to think of solutions in out-of-the-box ways. Progress over perfection is where it's at

**Outcomes**:

- Own, manage and grow a dedicated book of business, consisting of a variety of small to medium accounts. Uncover and develop opportunities for cross-selling and up-selling.
- Become an expert on PocketHealth marketing programs, and guide your partners toward the growth solutions best suited for their patients, staff & operational goals.
- Hold periodic business reviews, site visits and training for your customers — both virtually and in-person.
- Build strong relationships with key stakeholders — from front-line reception to C-suite — across your accounts.
- Present tailored demos & training of PocketHealth to staff at all levels of seniority within your accounts, both virtually and in-person.
- Be accountable for meeting quarterly KPIs primarily related to revenue growth metrics within your book of business.
- Work cross-functionally with Product, Marketing, Onboarding, and Support and act as a trusted advisor and liaison between your accounts and internal Pocket Health teams.

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