Customer Success Manager, Strategic Accounts

We are looking for a Customer success manager – strategic accounts to join our Customer Success team.

This is a remote role best filled in from the Eastern US.

Customer Success Managers at Aidoc are the trusted advisors of our existing customer base. Accountable, analytical, focused, and well-organized individuals, the Strategic Accounts CSM will become a key member of our CS Group. The core responsibilities of this role involve managing relationships with users and decision-makers in strategic accounts (mainly large healthcare systems), managing training and educational programs, creating continuous value demonstration programs, and being accountable for customer satisfaction . As part of the role, you will be responsible for planning and executing complex projects, coordinating communications, schedules, and scoping to ensure successful and on-time implementation. The perfect candidate will demonstrate core traits of ambition, passion, resilience in the face of adversity, genuine curiosity about customer’s business needs, strong technical and analytical orientation, terrific interpersonal skills, and ability to custom-tailor solutions for a variety of scenarios.

Responsibilities

• Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and requests.
• Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.
• Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.
• Coordinate activities and provide leadership on directions of key projects, initiatives, and issues across internal business units.
• Build and create the training and educational program for the users and key stakeholders (usually in a “train the trainer” state of mind).
• Build and create the value demonstration program, that could include dashboards, data sharing methodologies (extracts, API, etc..) with internal resources, and the account analysts.
• Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations.
• Conduct regular briefings on account status to senior management and other internal stakeholders.