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.