AddressJoin our team as a Customer Success Manager! In this role, you'll be at the forefront of ensuring our clients' success and satisfaction. Your mission will be to build and maintain strong relationships with our customers, guiding them through every stage of their journey with us. From initial prospect to long-term partner, you'll play a vital role in maximising revenue potential and minimising churn rates.
About MediRecords
At MediRecords, we're at the forefront of revolutionising healthcare technology. Our innovative solutions empower healthcare providers with cutting-edge tools for exceptional patient care. Trusted by doctors, multidisciplinary clinics, hospitals, and government departments nationwide, our products drive impact. As a growing company, we foster a collaborative culture with a strong commitment to business integrity.
About the Role
As Customer Success Manager, your primary focus will revolve around delivering continuous support to our valued clients and fostering strong connections within our network. Your role will involve nurturing relationships, introducing innovative programs to boost revenue streams, and reducing churn rates.
Your responsibilities will encompass guiding customers through their transition from sales prospects, forging enduring relationships that extend beyond individual projects, and establishing lasting partnerships with our business.
Direct engagement with clients will be key, involving problem-solving and ensuring their satisfaction throughout their active account tenure. Collaboration with colleagues will be essential to promptly address customer inquiries and concerns, while also ensuring that customer expectations are effectively managed and represented throughout their journey with us.
Key Responsibilities
- Mentor Account Managers to improve operational processes, enhance customer experience, and optimise record management.
- Contribute to identifying factors for Customer Success, developing new workflows, and supporting account renewals and upselling.
- Manage customer relationships from onboarding to product adoption, serving as the primary point of contact for key accounts.
- Promote our products and services, building enduring client relationships and acting as a trusted advisor to stakeholders.
- Provide post-implementation support and coordinate services for smooth transitions and client satisfaction.
- Communicate progress on initiatives to stakeholders, escalating major issues when necessary.
- Monitor key account metrics and prepare comprehensive reports on account status.
- Maintain detailed account planning documentation using various platforms like HubSpot, Asana, SharePoint, and Confluence.
- Address customer issues promptly, collaborating with the product team for swift resolutions.
- Support onboarding and training services to ensure customers maximise value.
- Travel to customer sites, other offices, and industry events as needed.
About You
- Proven track record in promoting brand image and value through customer experience.
- Demonstrated expertise in onboarding and managing clients throughout the customer lifecycle, driving growth and managing change.
- Successful history of managing key account relationships and fostering strong connections across organisational levels.
- Skilled in communicating with stakeholders in healthcare organisations, from managers to executives.
- Strong analytical and time management skills.
- Exceptional written and verbal communication abilities, adept at collaborating with internal and external stakeholders.
- Solid business acumen, specialising in contract negotiations and account renewals.
- Extensive technical understanding of SaaS and the Healthcare industry.
- Proficient in relevant technical skills with a focus on continuous improvement.
- Experience collaborating with cross-functional teams including Sales, Support, Product, and Marketing.
- Proven project management skills for successful plan delivery.
- Advanced proficiency in HubSpot CRM and Atlassian tools preferred.
- Minimum 2 years' experience in customer support, relationship management, or account management.
Benefits
- Secure a permanent full-time role with a highly competitive salary package.
- Thrive in a dynamic and collaborative team environment, surrounded by driven and like-minded peers.
- Enjoy the flexibility of a hybrid work environment, granting you the autonomy to excel both in the office and remotely, enabling a balanced work-life integration.
- Access exclusive Employment Hero discounts on a wide range of products and services, from everyday essentials to entertainment options.
- Propel your professional growth with tailored career development opportunities designed to align with your unique interests and goals.
Learn more about MediRecords at www.medirecords.com
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