Job Summary:The Client Success Manager is responsible for proactively engaging, nurturing and bringing success to our clients while also keeping Intelerad’s best interests at heart. The Client Success Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services. The Client Success Manager also ensures that clients are continuously getting the most value they can from our solutions and services to achieve their goals over the customer lifecycle.Supervisory Responsibilities:● NoneDuties/Responsibilities:
● Partner with clients to maximize their return on investment
● Through proactive regular contacts, establish a relationship at all client levels
● Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience;
● Generate engagement on our upscale services by promoting training and driving new solution adoption in new client project needs;
● Be the client’s voice at Intelerad through a continuous feedback loop process, monitor customer usage data and lead meetings with main stakeholders using your strategic skills for account growth;
● Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add
● Assess and initiate project requests to address clients’ needs and build comprehensive SOW
● Mobilize internal technical teams to meet clients’ goals
● Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
● Be the point of escalation for critical client issues and recommend process improvement
● Present client progress vs goals during business reviews
● Understand the client’s changing needs and update the plan accordingly
● Generate engagement and drive solution adoption along the customer journey; particularly during: go-live, on-going usage, solution upgrades and renewals - help clients get the most from product updates and new services as they become available
● Assess training needs, recommend delivery options and additional training development to support clients’ self-sufficiency
● Be the point of escalation for critical client issues and recommend process improvement