[Hiring] Customer Success Manager II @GHX

Role Description

At GHX, the Customer Success team is focused on delivering customer value and satisfaction to drive operational excellence, sales, renewals, and upsells. The Customer Success Manager II will be responsible for leading the development and successful execution of customer specific account plans with a subset of GHX's customers. The CSM II will own driving an increase in overall utilization of GHX solutions and services within their customer base.

As a CSM II, you will serve as an industry expert and provide valuable product and process insights that will drive customer value and connect users with best practice. The Customer Success Manager will continuously improve customer satisfaction levels and ensure customer retention and upsell readiness.

As a CSM II, you will be responsible for:

• Developing, documenting, and executing customer goals
• Reviewing progress with customers through a consistent cadence
• Identifying opportunities to upsell additional GHX products
• Working cross-functionally within GHX to drive outcomes for the customer
• Providing value to users at all levels of a customer’s organization

A successful candidate will be an exceptional communicator, creative problem-solver with a client-first mentality who is comfortable working in a fast-paced environment. They will share a passion for continual learning, value creation, and education in service to driving product utilization and customer satisfaction.

Qualifications

• Bachelor’s degree required, in technical, business, or management discipline preferred
• 2+ years prior account management, sales, and/or consulting experience preferred
• Prior healthcare experience is preferred
• Thorough knowledge of Microsoft Office, particularly Excel
• Experience in Salesforce or other CRM preferred
• Strong technical skills; ability to learn and explain software systems to end-users
• Strong analytical and problem-solving skills
• Ethical, enthusiastic, and results-driven attitude
• Clear and effective verbal and written communication and presentation skills

Requirements

• Efficient Time Management - manage multiple accounts and multiple priorities within these accounts
• Strong Relationship Building Skills – easily navigate large and complex organizations
• Collaborative Attitude - work well in a team environment
• Effective Communication - excellent phone, written, webinar, and presentation skills to multiple levels of leadership with customers as well as internal teams
• Problem Solving - Turn customer needs and problems into opportunities to discover new solutions and build the Vendormate brand
• Flexibility – adapt well in a fast-paced, growing, and innovative environment

Responsibilities

• Project Management
• Develop and execute strategies to improve customer satisfaction and profitability
• Proactively review and update Salesforce for accuracy and efficiency
• Relationship Building
• Develop relationships across all customers at various levels in the organization
• Develop references for GHX solutions
• Develop opportunities to create white papers and case studies
• Collaboration
• Work with Implementation Team to ensure effective delivery of solutions
• Work with First Source and other internal teams to deliver value to suppliers and providers and increase adoption of GHX’s recommended practices
• Assist in the creation and maintenance of reference materials
• Provide market feedback on current solution capabilities
• Provide market feedback on customer challenges and needs
• Document all necessary facts and communications in Salesforce
• Coordination with Team for new opportunities
• Conduct product demonstrations with customers
• Communicate capabilities of GHX offerings to customers

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement