SUMMARY:

The Customer Success Manager reports to the Customer Success Management Director and is responsible for maintaining relationships with existing customers through account management, quality improvement, and customer satisfaction efforts.

The Customer Success Manager handles highly visible client services, after action reviews, change orders, service level agreement contract review and modifications, macro customer implementation schedules, customer rounding and recover test dates.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides customer account management by acting as an advocate for the customer and in advising, supporting, and acting as an escalation point for all operational processes
• Maintain close communication with larger customers, as well as facilitate communication with technical support when necessary
• Identify potential areas of concern for customers before they arise
• Lead Customer Rounding calls, maintain and track related action items and next steps, conduct SLA reviews, participate in action reviews, and change order status
• Setup and coordinate customer, vendor and CloudWave meetings to resolve incidents, and conduct service enhancements
• Serve as a point of contact for customers to assist customers with information, navigating the CloudWave organization, or follow up status of issues and requests
• Maintain a thorough understanding of CloudWave services and supported technologies as they relate to customer operations.
• Implement and maintain customer satisfaction program with metrics and documented improvement plan.
• Present and implement quality improvement opportunities discovered through satisfaction program and SLA review process.
• Conduct post implementation reviews with new customers when necessary
• Submit and communicate customer Change Order Requests as necessary
• Serve as OpSus customer liaison for existing and new services
• Coordinate project activities between software delivery and actual customer go-live
• Serve as OpSus customer liaison for existing services after project closures
• Facilitate technical planning calls to assist customer in more complex service requests requiring cross-engineering team support
• Participate in Root Cause Analysis (RCA) meetings contributing to details around the customer service experience

OTHER DUTIES AND RESPONSIBILITIES:

• Constant improvement of all services and processes
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES: None

MINIMUM QUALIFICATIONS: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Experience:

• Five years or more of progressive experience in large complex information systems, MEDITECH, and/or Cloud services recommended.
• Three years of MEDITECH project management, implementation, and/or operations are recommended for this role
• Three years of customer advocacy or relationship management, sales support, or sales is preferred for this role
• Education or equivalent experience in Project Management, Cobit, and/or HIPAA preferred for this position.
• ITIL Foundations certification or equivalent experience preferred
• Must possess outstanding verbal and written communication skills

Education:

• Bachelor degree in Information Management, Computer Science, or other related field is preferred for this position.

Certifications or Licenses:

• Certifications in Project Management, ITSM, or Data Center technical certifications are a plus for this position.

TRAVEL REQUIRED: Approximately 25% Travel

PHYSICAL DEMANDS: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to work long hours at a desk using a PC, video conferencing, and phone usage.
• Ability to occasionally lift and move computer equipment if necessary.
• Moderate overnight travel by land or air.

WORK ENVIRONMENT: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to office at home if needed
• Extensive use of desktop computers, mobile technologies video conference, phone, cell phone is essential for this function.