Customer Success Manager

Customer Success Manager Roles & Responsibilities : Maintaining a solid working knowledge of DrCloudEHR including new functionality / releases to effectively communicate and demonstrate with Customers. Creating Customer facing documentation of new and existing features. Collaborating with Customers (Relationship & Engagement Building) - with regards to their use of DrCloudEHR, making suggestions for improving efficiencies, and effectiveness, and ensuring the highest level of Customer Satisfaction. Publishing monthly Customer Satisfaction Metrics and proposing improvement solutions. Working with internal (Implementation and professional services staff etc.) and external contacts (customers, consultants, etc.) to effectively document and communicate customer change requirements (needs, objectives, desired outcomes and objectives) and other requests to both USA and offshore staff resources. Affirming customer support, training and ongoing success by being a point person for customer Support functions. Demonstrating the DrCloudEHR solution and its extensions as needed to Customers, Prospects, EnSoftek associates, etc. Collaborating with executives / management to collectively meet Company-Wide Goals. Producing regular, recorded Information Webinars for new releases, functional training, etc. Collaborating with Product Management Activities by attending weekly Pitch Meetings with Prod Dev / CAMS and coordinating calls with 3rd party / internal / customers). Facilitate User Group / Community Meetings and advisory board meetings quarterly (Partnership & Purpose) Using the Company CRM system to input all relevant data pertaining to their use of DrCloudEHR and all identified CR add-on Revenue Opportunities. Assisting Business Development in the completion of Sales to Operation Transitions. Align each Customer Account with EnSoftek offerings for Change Requests (CRs) and potential add-on sales. Meeting Add-on quota (CRs and new functionality upsell) on quarterly basis. Collaborating and assisting customer contract renewal process (Transition from Implementation to Customer Success) Attend conferences or other events as needed. Other duties as assigned by your manager. Detailed description DrCloudEHR Customers / Partners Customer Support and satisfaction related Take ownership of open tickets and work with support team to drive them to closure Run weekly Support team meetings Help resolve / understand open support issues (customer contact / meetings, internal contact / meetings) Internal communication w Development team and field support calls / emails as needed Close the loop on open support issues and also customer needs by researching and coordinating meetings with Customers and Internal Staff. Contact customers for feedback on Support tickets. Relationship & Engagement Building Roadshows & Customer Meetings All Tasks related to Customer Meetings / Communication : Scheduling / Notes / Checklist / Status updates / ticket creation Disseminate Customer / Product information internally (CAMS and Engineering) Elevate Issues Internally Monitor until resolved Communication w Executive Team Schedule Customer Appoints for internal staff (Dev. / Imp.) Follow-up w Customers Gather customer satisfaction metrics monthly for quarterly review Meet with customers at least once a quarter to ensure satisfaction. Responsible to maintain a list of referenceable customers based on various modules in the system Transition from Implementation to Customer Success Internal review Review w Customer Create Transition doc Trainings-Point Person Coordinate Agenda and Schedule Attend for at-risk Customers Follow-up CRs and Upselling – Meet the Quota Create CR Proposal for complex CRs Manage CR creation from DEV, Pricing, Manage w customers Process signed CRs Update ZoHo Coordinate and drive to completion Customers’ Change Requests New Product / Functionality Launches rollout – Upsell (similar to CR creation, manage w customers) Early Adopter Program (new features) Create Marketing Campaigns for Upselling promotion to existing customers (review email campaigns, press-releases, white papers, etc) Responsible to maintain a list of referenceable customers based on various modules in the system Contract Renewals-Point Person Review existing contract and make recommendations Review w customer Create Agreement or Amendment Negotiate / Close w Customer Product Management Activities Manage, coordinate, assist with problem solving, assist with third party calls / research as needed, follow-up meetings (internal / external) Attend weekly Pitch Meetings with Prod Dev / CAMS Coordinate and lead calls with external / internal / customers and be a point person Partnership & Purpose Drive Executive Advisory Board quarterly Facilitate User Group / Community Meetings Prep meetings, Customer communication, create Agenda, content development Review presentation / demo Facilitate Meeting / Webinar Follow-up Summary (internally); Specific tickets / issues with Dev / Support Please send me your resume to gupta@ensoiftek.com and reach me on 503.643.1226 X 210