Client Success Manager
Company: Medicus IT
Location: Chandler
Posted on: March 19, 2023
Job Description:
Customer Success Manager
Job location(s): Phoenix AZ; Atlanta GA; Columbus OH; Orlando FL,
Newark NJ
Medicus Client Success Managers (CSMs) are our customers' trusted
advisors. They provide a voice, support, guidance, and knowledge
resources to help our customers achieve their business objectives
and improve patient care through effective use of our products and
services. Our CSMs create and implement client strategies that
work, resulting in high customer satisfaction and retention.
Extensive product knowledge, problem-solving skills, and the
ability to develop trusted relationships make our CSMs the best in
the business.
Our CSMs coordinate with internal teams to help facilitate
strategic solutions and coordinate with client organizations to
make sure we are aligned and supporting their needs. We help
customers understand their entire technology portfolio and how it
impacts their daily lives and offer solutions to solve technology
gaps and inefficiencies. Our CSMs are truly advocates for the
customer.
If you have 2+ years of experience in a CSM role, especially in an
MSP environment, technology, or a health care setting, come talk to
us about joining the team!
Essential Role and Responsibilities:
- Consultative Selling: Qualifies potential matches for Medicus
Managed and Professional Services; builds rapport and establishes
trust; asks questions to discover client business needs; applies
product and market knowledge effectively; Presents solutions that
meet customer objectives; Manages and documents Quarterly Business
Review process.
- Provides prospect/client guidance through short- and long-term
strategic planning; continuously being mindful of where Medicus IT
may make a contribution to the client's long-term business
success.
- Client Service: Maintains calm, pleasant, respectful attitude,
displays empathy and courtesy; Resolves difficult or emotional
situations; Delivers promptly on commitments; Takes responsibility
for resolving customer issues; Submits client feedback to improve
service.
- Identifies at-risk client relationships and leads the team to
correcting any identified.
issues.
- Sets and manage potential clients' expectations, and
convincingly oversee the delivery of comprehensive proposals that
provide ROI and to show payback justification.
- Ensures that clients are so satisfied that they readily agree
to be strong, positive references for future clients. Proactively
develop client testimonials.
- Build, foster, maintain and fortify strong, positive
relationships with all participants during all phases of new and
ongoing projects to ensure client
satisfaction. This includes all Medicus IT partners and all
third-party service providers.
- Maintain overall coordination during multiple project
implementations. Oversee the construction and execution of detailed
client approved project plans.
- Serve as communication interface between the client, the sales
team, services teams, and any other involved.
- When our primary contact changes, onboard the new person like a
new client
- Works with Service Delivery Leadership to compile QBR reviews
and applies judgement and industry knowledge to prioritize
recommendations.
Job Requirements
- MSP specific experience strongly desired (ConnectWise
experience preferred).
- A four-year degree from an accredited college or university is
required. Certification from recognized project management
institutions is preferred.
- 5+ years in an IT Business related role working with C-Level
and IT Management.
- Communications - Verbal: Listens and repeats back for
clarification; Communicates in understanding manner; Adapts tone
and style to
individual; Communicates clearly with all audiences; Demonstrates
effective presentation skills; Presents persuasively when
appropriate.
- Communications- Written: Writes in an understandable manner;
Communicates clearly and efficiently; Adapts writing style to
audience;
Checks work for spelling and grammar; Incorporates numerical data
effectively; Formats documents for quick review.
- Business Ethics: Treats people with respect; Keeps commitments;
Inspires the trust of others; Works with integrity and ethically;
Upholds organizational values.
- Negotiation Skills: Clarifies interests and positions of all
parties; Adjusts tactics to achieve desired results; Manages
conflict, manipulation, and strong emotions; Develops alternative
options for mutual gain; Builds consensus through give and take;
Maintain knowledge of solution pricing policies and sales
initiatives.
- Demonstrated Sales Skills: Achieves sales goals; Overcomes
objections with persuasion and persistence; Maintains customer
satisfaction; Maintains records and promptly submits information;
Displays tenacity with the ability to handle rejection.
- Teamwork: Balances team and individual responsibilities;
Exhibits objectivity and openness to others' views; Gives and
welcomes feedback; Contributes to building a positive team
spirit.
- Time Management: Plans how to achieve key priorities weekly;
Reviews results of time plans weekly; Schedules time realistically;
Achieves key priorities daily; Balances personal and professional
objectives.
- Relationship builder: Builds ongoing business relationships
with prospective clients and with new and established clients based
upon personal integrity and achieving proposal goals.
- Motivator: Leads by example with a positive, achiever attitude
resulting in results-rich, enjoyable client, manager, and staff
work environments.
- Leadership: Mentors
In addition to being a best company to work for, Medicus IT offers
incredible benefits that go unmatched!
- 401k with Company Match
- Annual Bonus Plan
- Medical, Vision & Dental Insurance
- Short-Term & Long-Term Disability Insurance
- Basic Life Insurance
- Accidental Death & Dismemberment (AD&D) Insurance
- Optional Supplemental Insurance
- Paid Holidays
- 14 days PTO (Including Birthday PTO!)
- Fully Customized Development/Growth Plans
- Certification Reimbursements
- Monthly employee appreciation events
- Fully stocked breakroom
Medicus IT is an equal opportunity employer and complies with all
Federal and State laws, regulations, executive orders, and mandates
- including the OSHA mandate, implemented on 1/10/2022, requiring
either (a) COVID-19 proof of vaccination or (b) non-vaccinated
weekly testing and mask requirement.
As a healthcare specific MSP, many of Medicus IT clients have more
robust vaccination requirements than our internal policies. As our
clients update their COVID-19 policies, some job roles may be
required to meet client vaccination requirements.
PM22
PI207952112
Keywords: Medicus IT, Chandler , Client Success Manager, Executive , Chandler, Arizona
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