Customer Success Manager

**Background**

Hypercare is a mobile and web communication and collaboration platform for healthcare professionals to help alleviate many of the time-wasting frustrations that clinicians face on a daily basis. The solution allows for real-time scheduling, on-call management and secure messaging on any device - all designed to help seamlessly improve workflow efficiencies, reduce medical errors, and positively impact patient outcomes.

Founded in 2016, Hypercare has seen rapid growth and is currently being used by over 100 North American healthcare organizations including some of the largest healthcare systems in Canada.

**Job Overview**

Hypercare is seeking a self-motivated and energetic people person to join our growing team as a Customer Success Manager in the exciting and rewarding world of healthcare technology.

Key activities and responsibilities include the following:

- Provide ongoing support to existing clients.
- Managing and aligning expectations of our customers.
- Understand key challenges and pain points of the various stakeholders of the project and cater the implementation plan to meet their needs.
- Present new features and functionalities personalized to accounts owned by you by addressing their unmet needs.
- Help grow Hypercare’s usage and scope within our existing customers to address unmet needs or potential users within our existing customer.
- Leading quarterly business reviews with existing clients to communicate the uptake of Hypercare, the key performance indicators the customer cares about, communicating new features and functionalities and understanding the customers’ long-term vision with our product.
- Advising workflow and processes for our customers using the Hypercare product.
- Implementation of Hypercare at healthcare systems and organizations.
- Identify new features that could help clinicians’ workflows.
- Presenting the Hypercare value proposition to new users.
- Extracting and monitoring data to help drive product decisions.
- Keeping new clients engaged with Hypercare.
- Helping new users onboard onto Hypercare.
- Managing deliverables across small and large-scale organizations.
- Being available to support the wider Customer Success team with on-call support.

What does the Customer Success Manager need in order to be successful in this role? Here are a few of the qualities that our team at Hypercare looks for:

- Comfortable in a fast-paced environment.
- Customer-focused with a passion for the success of our clients.
- Excellent verbal and written communication skills.
- The ability to learn new skills quickly.
- The understanding of how to prioritize tasks.
- A team player with the ability to work in a supportive team environment as well as independently.
- Detail-oriented and organized.

Nice to have:

- Experience conducting enterprise sales.
- Experience in a start-up environment.
- Experience with MySQL database.
- Experience and/or interest in healthcare.

**Significance of the Role**

The Customer Success Manager will play a critical role in the growth of Hypercare and will directly impact our current and potential clients. In addition to helping build a strong relationship with our users, the Customer Success Manager will be responsible for influencing the product team by representing the voice of our customers during company meetings.

As the Customer Success Manager, you will gain valuable experiences as a project manager, own relationships with our existing and potential clients assigned, and serve as Hypercare’s main point of contact for them. You will have the opportunity to make a direct impact on the healthcare industry and interact with key stakeholders across North America.