Customer Success Manager

Customer Success ManagerAtlanta, GeorgiaWho We AreQGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 800 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.At QGenda, we value our employees and their contributions toward the success of the business.

We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.QGenda is headquartered in Atlanta.About Your RoleWithin our Customer Experience (CX) organization, we are looking for customer focused individuals that want to help carry out the CX mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn and a desire to help customers solve their business objectives with technology.As a Customer Success Manager (CSM) you are an integral part of the customer success team and will focus on driving customer adoption and expansion of QGenda products. Your primary objectives are to build lasting relationships with customers, to ensure customers maximize the value of QGenda by proactively tackling customer business problems and to create value through driving feature/functionality utilization for the customer. Ultimately, your impeccable service helps to create customer retention and revenue expansion opportunities.How You'll Make an ImpactAs a critical member of the Customer Success Team, you will strategically guide customers through their journey with QGenda utilizing a personal touch aided by technology, with the goals of increasing adoption, driving expansion and ensuring customer retention.Key DutiesOversee the client lifecycle and proactively drive adoption of QGenda to ensure ongoing customer satisfaction and retentionWork cross-functionally with (Technical Account Managers) TAM's, Professional Services and Support to ensure all customer requirements are correctly scoped and deliveredBuild trust and strengthen long term relationships with key influencers and executive stakeholders across your portfolio of customersDesign and execute programs to expand and deepen QGenda adoption, usage and value across your customers: including training, enablement, evangelism, and customer internal marketing initiativesShare customer success stories across the company to help inform our Go To Market strategies and partner with QGenda's marketing team to tell these transformation stories publicly through customer case studiesReview incoming customer concerns and drive appropriate get-well plans to improve all aspects of the customer's QGenda experienceMonitor at-risk customers, prioritizing outreach based on QGenda usage data and taking appropriate actions to manage escalations to an efficient resolutionManage and achieve key business metrics including NPS, CSAT, Churn, Health and Adoption as well as appropriate Revenue Retention goalsLeverage partnerships with sales organization during expansion opportunities to grow customer footprintPrepare and deliver recurring customer "Business Reviews" with key customer contacts, assessing overall health of relationship as well as business value realized from QGenda's suite of solutionsWho You AreProven ability to interact across organizations to ensure outstanding service is delivered to customersCreate evangelists by listening to customers closely and delighting them with our user experience and serviceAdept at moving quickly between low level execution and high-level strategic thinkingAbility to independently organize own work, set priorities, and meet critical time deadlinesExperience You BringBachelor's degree required3+ years of pre-sales customer / account management -OR- 2+ years of post-sales customer relationship managementAbility to travel for customer meetings, conferences, and other industry eventsNot Required, but Nice to HaveExperience with Customer Success Platforms (i.e.

PlanHat) preferredSuccess COACHING CCSM Level 1 and Level 2 certificationsExperience/exposure to Healthcare market and IT ecosystemApplicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.What's In It For YouWe offer a comprehensive total rewards package to support our full-time employees and their family's day-to-day needs, well-being and major life events, which includes:Fully company-paid options for medical (both in-person and virtual), dental and vision insuranceGenerous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balancePaid parental leave for birth, adoption or permanent placement401(k) with company matchAnnual Costco membership, cell phone stipend, commuter benefits, in-office perks and moreQGenda delivers technology solutions to improve how healthcare is delivered and increase access — for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all.QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law.If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting.

Do not include any medical or health information in this email. We will respond to your email promptly.