Customer Success Manager

5 months ago

Delta, Canada Tochtech Full time

**Who We Are**

Tochtech Technologies is an award-winning digital healthcare company whose mission is to build smart, cost effective senior care solutions that offer caregivers peace-of-mind while enabling seniors to live healthier and safer lives. Based in BC, Canada, Tochtech’s philosophy centres around the use of technology to eliminate risk, improve safety and enhance a sense of disconnect for seniors. Since its inception in 2014, Tochtech has developed first in-class and award-winning solutions for sleep monitoring and improvement, stove safety, a smart device enabling emotional connection and support and a risk predictive smart care platform. Using voice integration, AI and proprietary algorithms, these innovative solutions enable caregivers to provide proactive and personalized care to extend older adults’ ability to live a healthy and longer live.

With clients and partnerships throughout the globe, we are transforming senior care across the and we have only just begun. Join us

**Who We Need**
Reporting to the CEO, our team is looking for a Customer Success Manager who is passionate about improving Canada’s senior care with digital tools that will empower care givers and seniors themselves. You will have a critical, cross-functional role in owning and guiding clients from the moment they sign up until they are happily using our products and tools. Managing the health and retention of a portfolio of clients, you will guide them through their Tochtech journey.  In this role, you will leverage senior or healthcare knowledge and the key objectives of your clients to ensure they are successful in their adoption and continued success of Tochtech’s software. A strong relationship builder who is passionate in providing a superior customer experience, you will work with qualified prospects to convert them to customers, and with new customers to guide their successful adoption and integration of Tochtech’s technology solutions. This is a critical customer-facing role that requires someone with empathy, patience and excellent organizational and project management skills.

This is a hybrid role requiring work in-office three days a week, and will required travel to client sites.

**Who You Are**

Whether you have a degree in healthcare, within the Informatics field or you have more direct experience with clinical and/or senior care workflows, you are passionate about the opportunity to improve the quality of care for seniors. You are looking for that rare opportunity that combines digital health, and positively impacts senior care. You are solutions-oriented, creative and a team player you can build and manage client relationships at all levels.

**How Will You Make an Impact**
- Taking care of customers_
- You will establish trusted advisor relationships with the Executive and operational teams on the customer side while working with internal teams to deliver a best-in-class customer experience.
- You will maintain regular customer touch points to increase product footprint and strengthen customer loyalty.
- Close qualified prospects and welcome new clients_
- Working with qualified prospects to drive the success of a project proof of concept, you will establish their trust and convert these prospects to customers.
- You will be responsible for all aspects of the deployment journey, coordinating all efforts with the client and the delivery team to on-board clients right through their successful implementation and adoption of Tochtech solutions. To ensure a successful client on-boarding process, you will be responsible for managing the technology deployment process, training, and the successful adoption of the Tochtech solution to support the client’s goals and objectives.
- Being Proactive and Responsive_
- You will actively monitor any potential risks, preparing and executing mitigation initiatives to manage client escalations.
- You will collaborate across teams internally to troubleshoot issues, address concerns and manage questions.

**What You Bring**
- You may have a degree in E-Health, Clinical Informatics, Public Health or another domain. Or, you may have studied healthcare, technology, or communications. You have several years of experience in client, customer, or patient-facing roles, building relationships, sharing information, introducing processes or tools and technology solutions.
- Ideally, you have clinical experience or senior care workflow experience. Or you have worked in another area of the healthcare sector where you have gained exposure to patient-practitioner workflows.
- You have outstanding organizational and task planning skills. You can coordinate a project end-to-end, manage every detail, meet deliverables, and adapt to change requests.
- You are a critical thinker who can creatively solve problems, and you continuously pursue knowledge. You are inspired by a fast-paced environment and can rise to the challenge of competing priorities.
- You are an excellent communic

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