Customer Success Manager- Remote, Canada - Vancouver, Canada - Smile DH

Smile DH

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

This is a remote position and can be located anywhere in Canada.

AS THE WORLD MOVES TO FHIR, THERE ARE PLENTY OF REASONS TO SMILE.

Smarter decisions, fewer barriers, and better incentives are just the beginning.

Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.

We reduce barriers between information and care for those who deliver or consume health services and products and whose roles or care are hindered by fractured, inaccessible or complex information systems.

Let's make a difference

BE PART OF THE TEAM WORKING TOWARDS #BETTERGLOBALHEALTH

The Customer Success Manager oversees the engagement and retention of assigned customer groups.

This role will provide excellent customer service and experience, facilitate internal workflow, retention strategy, proactive communication and insights, and maintain an in-depth understanding of each customer's business to ensure Smile's products and features are aligned with customer business objectives, expectations, and ROI.

A key component of success in this role will require in-depth knowledge and understanding of the Smile product and identifying client current and future needs.

Responsibilities:

Coordinate and document client journey, interactions, and workflows for assigned accounts, ensuring timely deliverables and meeting expectations.
Manage preonboarding and onboarding, including data updates, communication, and initial meetings.
Cultivate internal relationships for effective customer expectation communication.
Provide advisory services, aligning customer needs with Smile solutions.
Maintain deep understanding of client objectives, budget, and structure.
Conduct regular status reviews, fostering satisfaction and identifying opportunities.
Collaborate for roadmap reviews and crossfunctional engagement.
Manage high communication volume, resolving requests across channels.
Solicit customer feedback, driving product and operational improvements.
Identify churn risks, develop and implement retention strategies.
Engage customers with updates, events, and information.
Assist Sales in contract renewals and growth opportunities.
Collaborate for invoice resolution and overdue payment.
Facilitate knowledge transfer, sharing best practices and feedback.
Support customer offboarding, system updates, and communications.
Adhere to privacy, security, and confidentiality policies.

Requirements:

3+ years of experience in customer success, or equivalent experience in the health and/or technology industry.
Experience in a sales or postsales role, is preferred.
Must demonstrate exceptional verbal and written communication skills with varying levels of internal and client teams. Demonstrated ability to present to large and small audiences.
Proven ability to effectively implement a winback strategy to decrease churn and increase retention.
Demonstrated emotional intelligence to create personalized customer experiences and ability to work in an ambiguous environment.
Use a datadriven approach when developing and delivering strategy and tactics.
Selfdriven, resultsoriented, proactive and an excellent team player.
Creative thinking skills and resourcefulness, making use of available teams and skills within Smile to assist with customer issues, conflict resolution and followthrough with clients.
Effective time management skills and the ability to effectively prioritize duties.
Experience in Google Suites and CRM (Salesforce), preferred.