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  
·         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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