As Associate Manager of Customer Success, you will report to Director Customer Success and lead a team of six Customer Success Managers (aka Customer Success Managers) who are deeply knowledgeable about Counsyl’s systems and products and have a good grasp of how to best manage expectations from complex customer accounts. Your team will have a specific set of accounts assigned to them and will support them alongside the account’s sales representatives. You will be the head of the group, ensuring that all CSMs are appropriately trained, staffed and performing to the highest standards.
In addition to managing individual contributors on this team, you will be the primary voice for the account management function and will work directly with all functions at Counsyl and will interact frequently with Commercial Leadership. You will also run point on Counsyl’s holiday staffing effort as well as manage a regularly scheduled call to align operational needs between our strategic account executives and representatives from other functions to best support scalable, effective operations.
This role requires a leader who is extremely versatile and passionate about driving a positive employee and customer experience. The Manager, Customer Success must be comfortable guiding their team towards being available, providing first contact resolution, ensuring that follow up is completed in a timely fashion, and messaging out improvements or changes that can help the field teams, our customers and enhance efficiency in a positive way.
You will be a key liaison between the field team and HQ based teams who support our customers: translating field needs into actionable improvements via system enhancements, changes to SOPs or through enhancements to training (both training for the field and HQ teams).
This person must have an in-depth understanding of the systems their team uses as well as the operations of Counsyl to provide thoughtful solutions to issues and input on potential opportunities that present themselves to Counsyl and require support.
This leader must utilize data to appropriately allocate their resources, drive operating efficiency, report to upper management and continuously improve the experience for our customers. This leader will aid in monitoring our field team health metrics and determine new ways to track and measure sales satisfaction.
This leader must support their team in finding solutions to concerns raised on behalf of providers and patients. This leader must be adept at de-escalating issues and reinforcing a positive experience for all Counsyl customers.
Achieve department objectives through effective communication of goals and driving accountability with CS and other cross-functional teams
Improve operational processes to support scalability (within CS and externally)
Work with other stakeholders to effectively manage, deploy and maintain strategic projects under management.
Manage, support and grow an effective culture for the team and promote personal and team professional development
Prepare reports and presentations related to business responsibilities in a timely and accurate manner.
Resolve highest level customer experience escalations.
Actively participate with leadership in running the business effectively and profitably.
Carries out duties in compliance with established business policies.