Level II Client Success Manager

Summary

CBORD and Transact provide integrated technology solutions for education, healthcare, senior living, and business campuses. The Level II Client Success Manager manages middle-market healthcare food service accounts, builds stakeholder relationships, drives onboarding and adoption, and provides consultative guidance to optimize client outcomes and identify growth opportunities.

Responsibilities

• Work with our Sales and Implementation team members to generate seamless handoffs between groups: + Confirming and aligning business goals and expected outcomes + Defining the strategy, key metrics and milestones via Client Success Plans
• Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success
• Address any post-implementation changes uncovered through client consultation and discovery calls
• Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life
• Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives
• Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals
• Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client
• Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges
• Consistently bring a strategic lens to educate our clients in 3 ways: + Market Lens: educate your clients on what’s happening in the hospital industry and how it relates to them + Business Lens: understand our clients’ strategic objectives and advise on what they should be thinking about next + Product Lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently. Advise and educate through best practices and performance benchmarking
• Proactively address red-flag and re-engage customers through training, chairside and strategy sessions
• Partner with Technical Support to communicate effectively with clients on outstanding issues
• Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement
• Communicate with customers on system upgrades and new features that relate to their objectives
• Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally. Become an expert in recruitment technology and workflow to deliver consultative solutions to customers
• Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach
• Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives
• 15%-20% of key accounts

Skills

• 15%-20% of key accounts
• Bachelor's degree from a 4-year accredited college or university
• Skilled at building lasting relationships with customers and providing superior value and follow up
• Excellent presentation, written and oral communication skills
• Adaptable to frequent change
• Strong technical aptitude
• Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication
• Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook
• Working knowledge of SalesForce.com or similar CRM system
• 4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider
• Experience in hospital operations solutions is a HUGE plus

Qualifications

Must Haves

• 15%-20% of key accounts
• Bachelor's degree from a 4-year accredited college or university
• Skilled at building lasting relationships with customers and providing superior value and follow up
• Excellent presentation, written and oral communication skills
• Adaptable to frequent change
• Strong technical aptitude
• Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication
• Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook
• Working knowledge of SalesForce.com or similar CRM system

Nice to Haves

• 4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider
• Experience in hospital operations solutions is a HUGE plus

Benefits

• Employer paid Life Insurance / AD&D / Short-Term
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay.
• Both your contribution and the company contribution are immediately 100% vested.
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program.