[Hiring] Customer Success Manager @Lucet

Role Description

The Customer Success Manager is responsible for managing the relationship with client companies in directing Lucet service delivery to meet the client companies’ needs and in participating in negotiations on financial matters including pricing changes, benefit issues, program model design, etc. The Customer Success Manager assists in maintaining overall customer satisfaction and account retention. This position is accountable for defining client company needs and implementing strategic action plans to facilitate financial and administrative service performance expectations focused on account satisfaction and retention. The Customer Success Manager is also responsible, when applicable, for executing initiatives designed to build and/or improve the processes that support our customer success strategy for retaining and growing our customers. The Manager plays an essential role in the organization with their performance in this role directly linked to achieving strategic growth initiatives established by executive management.

• Must be located in Arizona, and Bilingual in English and Spanish.
• Maintain customer satisfaction and retention through strategic engagement and responsive service.
• Lead account installation and conduct client presentations to support retention and growth.
• Monitor key service performance areas, identify trends, and track progress against targets, PGs, and action plans.
• Facilitate monthly customer performance meetings and ensure functional areas are held accountable for results and corrective actions.
• Develop and implement strategic business plans that align with customer expectations and performance measures.
• Evaluate financial impact of service decisions and lead process improvement and reporting/dashboard projects to enhance operational effectiveness.

Qualifications

• Bachelor’s Degree in business, economics, healthcare, or related field.
• 4+ years of experience in a sales, customer success, sales operations and/or customer analytics role.
• In lieu of a Bachelor's Degree, a minimum of 8 years of experience in sales, customer success, sales operations, or customer analytics may be considered.
• Business operations experience, primarily in project management and implementing process improvements.
• Demonstrated knowledge and understanding of sales and client management workflow procedures and general business workflows.
• Strong analytical skills - Ability to break down complex problems into clear, manageable parts and execute the solution.
• Proficiency with MS Office.
• Ability to travel up to 25-30% of the time.
• Ability to pass background check upon hire and throughout employment.

Requirements

• Living our Values:
• Serving everyone with compassion and leading with empathy.
• Stepping up and creating value by taking charge and acting when there is an opportunity.
• Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
• Nurturing growth and belonging by respecting and celebrating everyone for who they are.
• Competencies:
• Persuasive communication skills (both written and verbal).
• Demonstrated effectiveness working in a team environment.
• Excellent time management and organizational skills.
• Work independently and effectively to manage multiple deadlines.
• Flexibility.

Working Conditions

• Work is performed from home with company-provided equipment.
• Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.
• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds required.
• Frequent use of computer and phone systems.
• Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.
• Regular travel to provider facilities or community locations.