CUSTOMER SUCCESS MANAGER

Jobs

CLIENT DESCRIPTION

Our client provides turnkey solutions to support patient entertainment and engagement in hospitals and long-term care facilities across Canada. Hospitals are responsible for delivering healthcare services to all patients. In today’s healthcare environment, technology plays a more significant role than ever before and having cutting-edge technology can help healthcare providers enhance patient comfort and satisfaction during their stay.

To further enhance the customer experience and service in healthcare sectors such as hospitals, long-term care facilities, and senior homes, the company is looking to hire a Customer Success Manager (CSM).

RESPONSIBILITIES

Reporting to the VP of Operations, the CSM will be responsible for managing client engagement and maintaining ongoing relationships with existing customers across Canada (excluding Eastern Canada). The primary objective is to ensure that each customer fully maximizes the value of the services provided by our client, which includes enhancing patient and hospital staff engagement with these services, as well as driving overall profitability.

  • Guiding new customers through the initial setup, ensuring they are fully acquainted with the services, and providing any necessary training or resources;
  • Regularly communicating with existing customers to understand their needs, address concerns, proposing solutions to prevent disruptions, and build strong, long-term relationships;
  • Tracking key performance indicators (KPIs) for each customer, such as usage rates, satisfaction levels, and service outcomes, and presenting reports to clients;
  • Acting as the main point of contact for any service-related issues or concerns and working with internal teams to ensure timely resolution;
  • Identifying new opportunities to offer additional products or services that align with the client’s needs and presenting these opportunities to them;
  • Proactively identifying areas for improvement within processes or service offerings, and driving initiatives to enhance efficiency, productivity, and customer satisfaction.

REQUIREMENTS

  • A bachelor’s degree in administration or an equivalent working experience in the similar role;
  • Experience managing existing customer base to optimate customer success;
  • Excellent verbal and written communication skills;
  • Excellent presentation skills;
  • Excellent multi-tasking and organizational skills.

ASSETS

  • Experience working with public sector customers, specifically healthcare related customers
  • Experience working with software and SAAS product
  • Understand healthcare operations & ecosystem

WORK ENVIRONMENT

  • Hybrid work (Home & Office Flexible)
  • Transportation required from the Ontario Office (Oakville / Mississauga area) as well as Ontario hospitals is a requirement