Customer Success Manager (3 Openings), Nashville, Tennessee

Category: Commercial, Marketing and Sales
Location: Nashville, Tennessee

Description

Position Summary

The Customer Success Manager (CSM) will serve as the face of Revance's customers; leading the deployment and adoption of OPUL, a Financial Technology Services SaaS platform. Key areas of focus will be building strong relationships with key stakeholders, driving value for customers, and collaborating with internal departments to execute on customer strategies. The retention of customers through Customer Lifecycle Management (CLM) is critical and is a key function delivered by the CSM. The CSM provides customer lifecycle focus from onboarding through usage, adoption and continual consumption - with the goal of driving use of OPUL deeply into a customer's business and enabling them to realize their business objectives. CSM's maximize the client's return on investment in OPUL product and services by driving usage of OPUL services and identifying upsell/cross-sell opportunities. The CSM provides insights on client interactions/business transactions, improves customer experience through product support, and handles customer complaints and requests all while growing the value of the OPUL platform for customers.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize customer outcomes and create strategies to grow utilization and adoption of the OPUL platform.

Essential Duties/Responsibilities

• Work with customer to develop strategies to increase revenue and patient retention using OPUL product suite.
• Continuously build value in OPUL products and educate customer on new products as they become available.
• Plans and organizes personal sales strategies including daily/weekly/monthly schedule to both exceed targets and mitigate customer churn.
• Drive usage and adoption of OPUL product through ongoing training, strategy planning meetings, and quarterly business reviews.
• Maintains product and industry expertise, including software and application updates, releases, market conditions and industry trends.
• Identify process and system improvements on behalf of the customer, sharing feature requests across the organization to insure the success of each customer. Create Customer champions that become OPUL evangelists.
• Serve as an escalation point externally and internally for Customer needs.
• CRM management and reporting which includes collecting and reporting on department metrics (SFDC and Zendesk).

Qualifications

• Bachelor's degree or equivalent work experience desired
• 3 years relevant work experience delivering exceptional customer support
• Strong interpersonal and communication skills and ability to establish relationships with key external and internal resources.
• Self-motivated, team oriented and focused on exceeding customer expectations
• Exceptional organizational, presentation and communication skills, both verbal and written
• Analytical skill with deep understanding of forecasting and data driven decision making; ability to analyze payments pricing, provide accurate cost comparisons, and pricing recommendations

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