Customer Success Manager

3 months ago

Vancouver, Canada Optum Full time

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start **Caring. Connecting. Growing together.**

You will own the post-sales relationship and experience between EI and our customers, driving value realization and return on the client’s investment. You are an expert relationship builder and dynamic communicator with a successful track record of building rapport with customers. You are equally comfortable with creating and evaluating strategic plans as you are with executing the individual action items and details. The CSM will also quickly identify the customer’s needs and collaborate with the correct internal resources and work closely with them to ensure your customer’s needs are addressed in a complete and timely fashion.

You’ll enjoy the flexibility to work remotely
- from anywhere within Canada (expect for the Saskatchewan province) as you take on some tough challenges.

***

**Primary Responsibilities**:

- Accountable as a single point of contact and escalation to track cross-department, cross-process or cross-site issues and facilitate closure through coordination of appropriate resources (both internal/external)
- Assist customers to seek out opportunities to expand their usage and adoption of their EI Cloud solutions
- Develop and execute regular Strategic Customer Success Plans in partnership with your assigned accounts
- Drive Customer Engagement for all EI VOC programs. CSAT/NPS surveys, and Community User Groups
- Develop relationships at all levels of a customer organization
- Close the loop on all feedback received from the customer including product enhancement requests, outstanding issues, and strategic improvement initiatives
- Track & monitor account status and identify areas of concern
- Provide updates, executive summaries, and guidance to the EI executive team as required
- Provide root-cause analysis of escalated issues when required. Lead ‘lessons learned’ initiatives as appropriate
- Identify areas for improvement not only in our products and services but also in the Customer Success functions
- Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers' lives better through optimizing and improving existing products and services or identifying other products to improve customer outcome.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

**Required Qualifications**:

- 5+ years of experience in customer account management or customer success role
- Experience presenting and consulting with C-Suite and VP level executives
- Proven track record with upselling, cross-selling or sales related activities
- Ability to travel 10-15% of the time based on business needs
- Current active and unrestricted passport for international travel as needed

***

**Preferred Qualifications**:

- 3+ years of experience in the Healthcare Industry
- 3+ years of experience in Project Management, Implementation and Support
- Healthcare imaging and/or PACS specific experience
- Experience with Cloud-based solutions
- Experience managing new products and/or services
- Experience working in analytics and providing actionable insights to leadership teams
- CRM Tool experience
- Experience with Gainsight CRM Tool
- All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

The salary range for this role is $75,600 to $157,100 annually.
- At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission._
- _
- Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard t

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