Customer Success Manager

Company Profile

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk and compliance tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management.

RLDatix is truly global, with offices in London, Toronto, Chicago, Melbourne, and Riyadh, allowing us to be at the forefront of global patient safety and GRC movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team.

In line with our mission, we are looking to recruit a Customer Success Manager to join our team.

The Role

• The Customer Success Manager is accountable for developing and maintaining a positive and productive relationship with the customer as part of their active account listing. This role will proactively support, guide, facilitate and enable our customers to realize benefit from the implementation and adoption of specified product(s) within their organization. The key is to drive value, this will lead to adoption, retention, and ultimately high levels of customer satisfaction. The CSM role is diverse and will do whatever it takes to help our customers get the best from their purchases.
• The CSM will work closely with cross functional teams when triaging product specific customer queries or requesting guidance, to ensure the customer need is met and benefit realization achieved through their partnership of Customer Success. Within this role, the CSM will likely be specialized in a product and improve their knowledge in others.
  
  
  

Responsibilities:

• Developing and maintaining strong customer relationships with the active account listing.
• Proactively monitor the adoption of RLDatix solutions within the customer organization to ensure that they are utilizing RLDatix products to their full potential and identify areas for improved utilization and effectiveness.
• Provide a good level of coaching, advice or process feedback to the customer to establish more efficient practices.
• Identify and understand customer outcomes required for both current and future needs.
• Support the creation of account success plans and deliver the CS actions associated and/or work with other key persons in the business including but not limited to our Relationship Managers, Support, Sales, Academy, and Product Management.
• Support and lead where appropriate, customer focused initiatives that will have objectives. These will be project structured that comprise of multiple people and roles.
• Ensure appropriate internal systems accurately reflect the customer position.
• Liaising with the Product Manager regarding product features and changes expressed by the customer, helping to keep the company’s products at the forefront of the industry.
• Be industry aware of new mandated or non-mandatory changes within applicable industries.
• Own any business impacting support/product issues through to resolution, be the voice of the customer.
• Ownership of account escalations and owning to resolution, triaging internally to ensure the voice of the customer has been heard and actions issues from the back of the escalation.
• Support the delivery of customer webinars and other customer facing meetings.
• Ability to spot a need the customer may not know they have via new features deployed or additional solutions.
• Virtual meetings are preferable but there may be the need to visit clients directly at times along with attending company events onsite.
• Supporting the team knowledge in areas where your product knowledge is strong.
• Assist Relationship Managers and Sales team in lead generation.
• Support Regional User Groups.
• Support the team/business with any additional activities that may be required.
  
  
  

Key Performance Indicators

• Active account listing demonstrating regular/successful customer communication with the goal of achieving reference sites.
• Organizational Health Metrics.
• Ownership and resolution of account escalations.
• Further KPIs to be discussed and measured through objective setting.
  
  
  

Key Skills, Qualifications & Experience

• Preference to knowledge of the NAM healthcare system and terminology associated with the industry
• Presentation Skills – Ability to deliver presentations to small/large audiences
• Highly organized individual
• A fast learner to understand our products/solution suite
• Ability to function independently with a high degree of accuracy and accountability in a fast-paced environment
• Ability to successfully share best practices and make recommendations for improvement
• Brilliant at building and maintaining strong customer relationships
• Excellent proficiency in Microsoft Office Suite including Word, Excel, PowerPoint & Outlook
• Excellent communication skills and attention to detail
• Excellent problem-solving ability
• Customer-centric orientation with the ability to build relationships via email, telephone and in person
• Excellent organisational skills, adherence to deadlines, ability to prioritise and manage multiple tasks at once
  
  
  

Package And Benefits

RLDatix is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

RLDatix offers a competitive compensation package and comprehensive benefits package including health, dental, vision, life, disability coverage, a generous retirement savings plan, paid time off, and paid holidays. RLDatix is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

Package And Benefits

RLDatix is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

RLDatix offers a competitive compensation package and comprehensive benefits package including health, dental, vision, life, disability coverage, a generous retirement savings plan, paid time off, and paid holidays. RLDatix is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.