Manager, Customer Success
Location
Bangalore | India
Job description
Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.
Definitive Healthcare is a rapidly growing data and analytics provider of the most up-to-date, comprehensive, and integrated information on hospitals, physicians, and other healthcare providers.
Recently honored by the Boston Globe as the #3 Best Place to Work, and by the Boston Business Journal as the 10th fastest growing private company in Massachusetts and ranked #611 nationally on the Inc. 5000 list; Definitive has more than doubled in size in the past 2 years to almost 250 employees. Our expansion has created the need for a
Manager of Customer Success to join our team.
Your challenge: As a Manager of Customer Success with Definitive Healthcare your mission will be to lead a small team of Customer Success Managers/Specialists to deliver the ideal experience throughout our customer's lifecycle. Your team is responsible for the customer relationship, and growth across our existing customer base. You must have outstanding communication skills, good business analysis skills to focus on working with the team to ensure Client Satisfaction.
Here are some things you will tackle: - Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
- Supporting and directing both new and experienced CSMs in strategies to build lasting relationships with customers
- Partner with department head on training and on-boarding initiatives for CSM team members
- Guide, maintain and implement Customer Success best practices
- Provide regular updates to management on progress of projects and initiatives, escalate to management when necessary
- Monitor escalated accounts and ensure cure plans are implemented to drive customer satisfaction
- Oversee comprehensive data analysis and business case development for clients
- Build high performing teams with a 'customer first' mentality.
What you'll need: - Graduate Degree (BA/BSc/BCOM)
- 3 – 5 years of management experience
- 3 years' experience in healthcare and working with customers.
- 7-12 years of Customer Success or Account Management experience preferably in US Healthcare.
- Experience working effectively with all levels of management.
- Analytical skills to review and interpret metrics, insights, and actionable intelligence.
- Demonstrated ability to lead a Customer Success or Account Management team.
- Proven ability to develop and coach consultative engagement skills.
- Ability to learn new concepts quickly, with the ability to also roll up your sleeves and an orientation towards achieving client solutions.
- Experience in handling of client escalationssupporting the resolution and /or escalation of customer complaints and execute adoption plans based on the organization's goals.
- Lead the team to partner with clients, create high value outcomes and track defined outcomes.
- Energy, humor, compassion, and enthusiasm
Why we love Definitive, and why you will too!- Industry leading products
- Work hard, and have fun doing it
- Incredibly fast growth means limitless opportunity
- Flexible and dynamic culture
- Work alongside some of the most talented and dedicated teammates
- Definitive Cares, our community service group, gives all of us a chance to give back
- Competitive benefits package including great healthcare benefits and a 401(k) match
What our Employees are saying about us on Glassdoor:
'Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed.'
- Business Development Manager
'Great team. Amazing growth. Employees are treated very well.'
'I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.'
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