Customer Success Manager
Fully Remote Des Moines, IA Customer Success

About the Role

  • Build trust and develop a trusted advisor relationship with assigned accounts.
  • Support and participate in all functions of the customer facing team including, but not limited to: 
    • Managing meetings and workflows such as legal, customer success, and communications
    • Demonstrate proactive communication when available
    • Identify and resolve issues
    • Recommended solutions
    • Offer new services (where needed),
    • Provide technical support
    • Be able to analyze and provide reporting – both internally and externally by analyzing client accounts and reporting in an effort to increase retention.
  • Data entry and integrity
  • Manage with a sense of urgency and availability as the client’s advocate.
  • Regular Business Review presentation creation and management including follow-up to complete deliverables.
  • Act as the client champion internally within OpenLoop expressing client needs and expectations.
  • Manage client expectations by understanding the client agreement and how OpenLoops services align with contract obligations such as SLAs.
  • Enters and updates support systems like Zoho, Healthie, Miro etc. as needed.
  • Identify and implement process improvements.
  • Partners with OpenLoop teams like: Implementation, Clinical and Non-Clinical Patient Support, Recruitment, Sales and other pertinent teams across the organization.
  • Identifying expansion opportunities.
  • Improving team efficiency by creating optimum processes with technology and people.
  • 2-4 years experience in a SaaS sales or customer success role
  • 3-6 years of business development, sales, or account management experience
  • Ability to thrive in a rapidly changing, high-energy, high-expectations environment
  • Excellent written and verbal communication skills
  • An energetic, mature, positive attitude that works well independently and with a team
  • Proven track record of taking initiative
  • Results-oriented and customer-focused mindset
  • Ability to listen, absorb, and respond accordingly
  • Ability to manage multiple projects and tasks, while staying organized and efficient
  • Proven capacity to learn new technologies for maximum project success
  • Ability to construct effective written communication through email or Slack, giving clients and internal stakeholders all necessary background and project updates
Salary Description
$60,000 to $70,000