Location: Denver,CO, USA
JOB SUMMARY Medcor is looking to hire a Customer Success Manager The schedule will be Monday Friday 800am 5pm CT and will include travel approximately 13 weeks per year This is a position based out of Denver CO working remotely from a home office Base salary is 82000 The Customer Success Manager is responsible for meeting customer expectations ensuring customer satisfaction and retention and identifying opportunities for improvement and new business This role serves as a key contact for customers and works closely with internal teams to resolve issues and maximize the value of Medcors products and services MAIN DUTIES & RESPONSIBILITIES Proactively build relationships with customers through regular communication represent customer interests and ensure successful implementation of Medcor services Develop a comprehensive understanding of both Medcors and the customers markets competitors pricing and value propositions to help customers maximize the value of products and services Collaborate with internal teams to understand client definitions and metrics for success Meet with customers to understand their goals and priorities and set clear expectations and objectives Escalate customer issues to the appropriate departments for resolution and serve as a liaison to ensure efficient and timely resolution Review deliverables with customers including stewardships and Quarterly Business Reviews to ensure quality standards and customer expectations are met Proactively address recurring issues based on customer feedback and escalate as needed Manage and deliver against account goals within the defined strategy Collaborate with the sales team to identify upselling and cross selling opportunities during contract renewal to drive revenue growth Cultivate and maintain strong relationships with key stakeholders at customer organizations Ensure successful implementation of new siteservice and effectively communicate scope and service level expectations Provide regular updates on service performance contract status risk level and changes in customer data and contacts Address billing and invoicing questions and collect on delinquent accounts Complete additional tasks duties and projects as assigned MINIMUM REQUIREMENTS Education Associates or relevant experience may be considered in lieu of a degree total of 6 years of experience Work Experience 2 to 4 years of experience in account management customer service or operations Proven track record of driving measurable customer outcomes and success Familiarity or knowledge of negotiating renewal contracts Familiarity or knowledge of Customer Relationship Management CRM technology SkillsAbilities Excellent interpersonal and communication skills both written and oral Critical thinking and problem solving skills Ability to understand critical customer business drivers and design solutions accordingly Ability to build constructive working relationships Strong leadership and emotional intelligence Ability to focus on results and achieve desired outcomes Proficiency in Microsoft Office PREFERRED REQUIREMENTS Education Bachelors degree Work Experience 4 years of account management customer service or customer success experience Knowledge or experience with Workers Compensation Healthcare System and On site Occupational Healthcare Experience negotiating renewal contracts Medcor also offers a full benefits package that includes health dental vision and life insurances; paid time off 401K wellness programs and much more Medcor is a tobacco free and smoke free workplace EOEMFVetDisability We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law