Customer Success Manager - CSM at Lana Healthcare

Job Description

• We are seeking a highly motivated and customer-focused Customer Success Manager to join our team and play a pivotal role in ensuring the success and satisfaction of our valued customers.
• As a Customer Success Manager, you will be responsible for building strong relationships with customers, coordinating internal operations, and delivering an outstanding customer experience.

Responsibilities

• Serve as the primary point of contact for assigned customers, building trusted relationships and acting as their advocate within the company.
• Understand customers' business objectives, challenges, and needs, and proactively address them to ensure their success.
• Collaborate with internal teams, including sales, marketing, product development, and support, to coordinate efforts and deliver seamless service to customers.
• Manage resources effectively to ensure that customers receive the best possible service, including allocating personnel, technology, and other resources as needed.
• Monitor customer satisfaction and feedback, track key performance metrics, and identify areas for improvement to enhance the overall customer experience.
• Manage customer data and information accurately, confidentially, and securely, ensuring accessibility and compliance with relevant regulations.
• Drive customer engagement and retention by fostering loyalty, promoting upsell and cross-sell opportunities, and encouraging ongoing usage and adoption of our products or services.
• Provide timely and effective resolution to customer inquiries, issues, and concerns, ensuring a positive outcome and maintaining high levels of satisfaction.
• Stay informed about industry trends, best practices, and emerging technologies to continuously improve our customer success strategies and practices.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 2 years of experience in customer success, account management, or a related customer-facing role.
• Strong interpersonal and communication skills, with the ability to build rapport, influence stakeholders, and drive customer engagement.
• Proven ability to manage multiple projects and priorities in a fast-paced environment, with exceptional organizational and time management skills.
• Analytical mindset with the ability to interpret data, track metrics, and derive insights to inform decision-making and strategy.
• Customer-centric mindset with a passion for delivering exceptional service and exceeding customer expectations.
• Experience working with any CRM systems or customer success tools is a plus.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to make a meaningful impact and drive success for our customers and company.