Customer Success Manager

Job Description

JOB TITLE: Customer Success Manager

EMPLOYER: O&P Digital Technologies LLC dba OPIE Software

DEPARTMENT: Customer Experience

REPORTS TO: Department Head

Summary:

In this role as a Customer Success Manager, you will act as a proactive and dedicated partner to our clients throughout their entire journey, actively nurturing the relationship, serving as their primary contact, and ensuring they fully leverage the software's potential to achieve their evolving goals.

Duties and Responsibilities including, but not limited to:

• Serve as the primary point of contact for all matters specific to your assigned accounts.
• Actively seek knowledge about trends in the field, best practices, and software capabilities.
• Facilitate discussions among and between various stakeholder groups
• Deliver outstanding customer service and treatment to make a clear difference vs. competition.
• Manage the successful and timely implementation of OPIE Software for customers.
• Actively participate in education and be a subject matter expert in all aspects of our software.
• Manage the training that leads to successful customer onboarding experience.
• Contribute to the development and implementation of programs designed to engage and improve customer relationships.
• Understand data analysis and provide reporting on customer health metrics
• Increase meaningful customer engagement with our products and services.
• Manage customer accounts, including contract renewals, negotiations, and agreements.
• Leverage customer insights to provide consultative support for new and existing products and services.
• Collaborate with all departments to ensure timely and successful delivery of our solutions according to customer needs and objectives.
• Maintain comprehensive, current, and accurate documentation for each customer account using internal tools.
• Maintain and report customer health and quality metrics and provide feedback as required.
• Prepare and present training materials and presentations as required.
• Collect, analyze, and share customer feedback through personal contact, phone calls, emails, web meetings and coordinate solutions and communication with internal stakeholders.
• Travel at least 30% of the time to visit customers on site and/or attend company trade shows and events.
• Performs other related duties as assigned by management.
  
  

Supervisory Responsibilities:

• This job has no supervisory responsibilities.
  
  

Qualifications:

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• Proven work experience as a Customer Success Manager, Account Manager, Key Account Manager, or O&P Practice Manager, or another relevant role.
• Experience in using software tools like Outlook, Excel, Word, PowerPoint, SharePoint, NetSuite, Confluence, Smartsheet, DocuSign, Zoom Meeting…etc. (preferred)
• Approximately 30% Travel to conferences and client sites (required).
• Experience in healthcare, familiarity with HIPAA and billing, O&P /healthcare practice management experience (preferred)
• Must not be listed on the OIG Exclusion list
• Strong verbal and written communication skills.
• Strong leadership, problem-solving, communication, and critical thinking skills.
• Ability to organize, multi-task, prioritize, and manage time effectively.
• Ability to communicate with and influence key stakeholders at all levels of an organization.
• Experience delivering client-specific solutions to customer needs.
• Proven ability to manage multiple accounts at various stages of our partnership, while maintaining sharp attention to detail.
• Ability to be approachable and assertive.
• Ability to be a self-starter and work independently/remotely.
• Ability to work virtually on camera with customers and internal teams.
  
  

COMPETENCIES:

• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Frequently required to sit
• Frequently required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Frequently required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually quiet
• The employee must occasionally lift and/or move more than five (5) pounds
• Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus
  
  

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.