Technical Customer Success Manager
Keona Health
Be a Value Creator. Help our clients repeatedly build value with cutting-edge services.
Your exciting role is the key to our growth and success: as we build out the products to our platform, you will work directly with our largest customers to realize value and improve their KPI’s. This role should be a unique blend of technical expertise and operations consulting. Experience in both consulting and design and product delivery projects required.
· Great personality able to develop strong customer relationships with tough customers and develop the role of trusted advisor
· Meet with customers, understand their business needs, and drive customer value
· Define, measure and report on key usage and value metrics
· Organize and oversee implementation of customer projects of all sizes
· Understand call-center-related customer service KPIs and build individualized customer-specific organizational recommendations from them
· Coordinate internal resources in order to deliver customer initiatives and drive customer success
· Stay abreast of new internal software developments and always be ready to demo platform features
· Document and communicate customer requirements for feature enhancements, change requests
· Responsible for customer overall satisfaction level
· Work to deliver the highest quality work on time
· Hard work and long hours in return for money, recognition, and the ability to shape a ground-breaking product
· 100% remote work, flexible PTO, and the ability to be a game-changer in a fast-growing startup
Qualifications
· Experience as business consultant with analytics
· Experience in customer service industry and contact centers
· Must have excellent verbal, written, planning and organizational skills.Must be comfortable with advising C-level executives of corporations
· Punctuality as a full-time, remote employee is essential
· Ability to lead in person and conference call meetings independently
· Experience in healthcare preferred,especially healthcare call-center experience
· MBA/MA/MS a plus
· 25% travel required
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