Senior Customer Support Manager

As a Customer Success (Senior), you will be the first point of contact with our Government and Enterprise customers, managing the day-to-day operations supporting bugs, feature requests, and client escalations. You will own post-sales customer activities, with responsibilities in product adoption, usage analytics, and customer satisfaction. You are a brilliant communicator, have solid business acumen, a desire to help customers succeed, and have a real passion for technology.

This role focuses on our Health initiative to improve healthcare practices with trusted data technology.

**We are looking for people with the following superpowers**:

- _**Client Engagement and Consultative skills**:_ Your day-to-day role involves high touch points with existing and prospective customers - as such, you’ll need to be comfortable with hosting frequent video calls and face-to-face conversations with our customers, managing their expectations and sharing updates on existing bugs, feature requests, and escalations.
- _**Data-Driven and Analytical**:_Being able to analysis and draw conclusions from Customer usage data is critical to your success as a CSM. You will often be required to draw conclusions in a logical and objective manner, substantiated with accurate and real evidence.
- _**Keen eye for Process Improvement**:_As one of the key members of the CSM team, you will be heavily involved in refining internal CSM processes, which requires a sharp eye for detail to identify existing gaps and areas for improvement.
- _**Superior Problem-Solving Skills**:_You can identify and solve complex problems in a methodological manner
- _**Intellectual Curiosity**:_You have an innate desire to learn, understand concepts and ask thoughtful questions
- _**Business Acumen**:_You have knowledge in current and possible future business practices/trends, good awareness of competition and how strategies work in the marketplace
- _**Influence**:_Ability to manage influence through persuasion, negotiation, and consensus building cross-functionally

**What You’ll Do**
- Develop and maintain healthy and trusting relationships with our customers and tech issuers, ensuring successful onboarding and adoption of our product(s) in the long term.
- Be main point of contact for healthcare partners and tech issuers, identifying areas of improvement throughout entire product journey
- Proactively analyse and provide strategic engagement with client
- Be on top of changes within the customer organization to proactively address any challenges that might impact the use of our solution.
- Document customer use cases and develop success plans that will help customers increase the value of their investment.
- Support onboarding of labs and clinics into the Safe Travel ecosystem through research, document review, and data processing
- Represent the voice of the customer and employee in leadership meetings
- Maintain, review, and process data entries provided by partners on an ongoing basis post-integration
- Review and analyse product usage and adoption statistics, identifying areas for improvement and growth
- Extract data from CRM tools to interpret data sets, developing dashboards to carry out analysis
- Track data quality from analytics reports and prepare feedback for partners, and follow up with partners for data corrections and updates
- Prepare regular reports of progress to internal and external stakeholders using key account metrics
- Have at least 5 years of experience in Customer Success/Client Engagement
- Possess experiences in Medical Concierge, Insurance and Case Management
- Are passionate about improving healthcare through technology, innovation and extraordinary service.
- Have consistent record building new relationships, navigate complex organizations and influence multiple decision makers’
- Are eager to collaborate with internal teams to deliver customer satisfaction (i.e., Business Development, Support Engineering, and Product Management)
- Have excellent verbal and written communication skills, including the ability to chair meetings and host webinars.
- Skilled at building positive relationships with customers, especially at the Executive level
- Have knowledge in handling large data sets with strong data analytical skills with ability to organize and analyze information
- Are adept at report findings, presenting findings and a problem solver with an ability to learn, a real passion to help customers succeed
- Have a strong drive to reach the finish line and ability to follow up diligently, leaving no stones unturned

**Bonus points if**:

- Prior experience and good understanding of API products
- Experience with data analysis for business (Tableau, Quicksight) would be highly beneficial

**Salary**: $11,000.00 per month

**Benefits**:

- Employee discount
- Health insurance

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Commission pay

**Experience**:

- Senior Customer Success Manager: 9 years (req