Customer Success Manager

Data Innovations LLC

Location: Colchester, VT

Type: Full Time

Education: Associate's Degree

Experience: 5 - 10 Years

Responsibilities of Customer Success Manager at Data Innovations:

  • Help drive overall post-sales relationship with assigned accounts to promote expansion of DI footprint, including activities such as training, professional services, technical support, and renewals
  • Focus on the delivery of Support to assigned Partners and Strategic Customers
  • Provide a single point of contact for technical escalations to ensure issues are being resolved in a timely manner and updates are being provided to the correct resources
  • Establish and maintain relationships with assigned Partners and Strategic Customers
  • Provide oversight of assigned Partners and Strategic Customers’ support interactions
  • Act as an escalation point for support within the CS Teams for their assigned accounts
  • Provide broad picture view for services for assigned customers; relay best practices
  • Regular check-ins for support related issues with assigned Partners and Strategic Customers to ensure customer satisfaction and success with DI products and services
  • Identify and resolve barriers to customer success and reduce support turnaround times
  • Identify renewal and upsell opportunities, move customer toward Enterprise-wide deployment of DI solutions
  • Track assigned customer and partner engagement metrics and satisfaction indicators
  • Ensure customer and partner feedback is communicated internally to enable ongoing improvement of DI products and services
  • Work with VP of Operations, Partners and Strategic Customers to address trends and establish a way to address
  • Ensure Partners are getting the training they need
  • Ensure Partners are meeting contractual obligations for Support
  • Liaison/Collaboration with TPS , Partner and Sales teams to ensure customer and partner satisfaction
  • Travel up to 25%


Knowledge, Skills, and Abilities:

  • Strong interpersonal and communications skills; including ability to communicate highly technical concepts to people of varying level of technical competency
  • Proven problem-solving approach
  • Ability to mentor others
  • Process Improvement Mindset
  • Possess high attention to detail
  • Excellent customer interaction skills
  • Self-motivated and to effectively manage multiple projects
  • Extensive experience and knowledge of computer hardware, computer networking, Microsoft operating systems and Microsoft Office Suite (Word, Excel and Outlook)
  • Expert level of knowledge related to Strategic Customer Account management, support and service
  • Ability to follow DI’s policy and procedures
  • Meets customer requirements for on-site visits (may include immunization requirements)


Education and/or Experience

Minimum of an Associate’s Degree and least 5 years of relevant professional experience in a Technical Account Manager/Support Engineer role or at least 5 years relevant working experience.


Physical Requirements/Working Conditions:

While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.


Preferred skills and experience:

In addition to the above requirements, the ideal employee/candidate will have experience with the following:

  • Clinical laboratory space and workflow knowledge
  • Healthcare IT Software
  • Previous experience with Instrument Manager
  • Project Management


Supervision Level

This person reports directly to the VP of Operations and may mentor others in the department.

© 2024 Vermont Technology Alliance

Site by Scout Digital