Customer Success Manager

The Customer Success Manager will be responsible for conducting day-to-day operations for new and current customers. The role is meant to be a partner with our clients to utilize our service fully, ensuring the success of both our clients and us.

You will work closely with clients to successfully install and implement our differentiated healthcare monitoring service. It also requires that you be an educator, spending time with clients to understand the service and put it to best use.

Performance in the role will largely be judged upon the client’s successful adoption of the product and further expansion of the product throughout their communities.

Responsibilities:

• First point of communication for all customers
• Find solutions to resolve both technical and operations problems the clients may be experiencing
• Assist the client with the onboarding and with the installation of units at the community
• Coordinate all training and implementation of the reporting system with community staff
• Ensure clients have realistic expectation of product and are using the reports to their advantage
• Interface with clinical staff at customer locations to improve reporting
• Work with the clinical reporting team to best understand outcomes and ensure clients are aware of the outcomes impact on their organization
• Manage weekly meetings with clients and clinical reporting manager where reports and outcomes are reviewed
• Maintain active device records based on customer occupancy rates
• Follow up on any device maintenance issues
• Communicate customer requirements to Toi Labs Team and advocate on the clients behalf
• Keep records of all customer feedback (complaint documentation)
• Support clinical study activities
• Drive recruiting and signing up of residents in assisted living communities
• Travel up to 20% of the time
• Perform additional duties where needed

Experience:

• BS/BA is strongly preferred with 3-5 years of prior experience in a customer-facing role, communications, sales, marketing or customer success
• Prior experience in healthcare is preferred, any clinical training is helpful
• Prior experience working with older adults is preferred
• Prior experience working in or with skilled nursing facilities and assisted living facilities
• Proven self-starter with goal-driven work ethic
• Professional communication with subjects, physicians and other clinical staff is a must
• Excellent listening skills