Job Description

Customer Success Manager - 100% Remote

Hamilton Porter is a boutique recruiting firm that works with growth stage companies from across the US to find and hire great talent. Our top client has entrusted us to help them find their next Customer Success Manager. This a full-time, direct hire position that can be worked remotely from anywhere in the US. Our client is a 100+ person software company that leverages Artificial Intelligence and advanced Machine Learning models to help companies have more intelligent and omni-channel conversations (sms, email, phone, etc..) with current and potential customers. In this role as a CSM, you would be managing the day-to-day campaigns and communications with a small portfolio of major healthcare companies. Please read on for more information!

Responsibilities:

• Become an expert at the strategy and best practices for the campaigns our clients run using our technology – guide clients towards high-value campaigns and the key pieces of the campaign to analyze for performance and strategic insights. Utilize internal tools such as Salesforce, Vitally and Tableau to thoroughly understand campaign performance trends.
• Own delivery of recurring performance reporting for client campaigns. Determine meaningful performance trend insights and optimization recommendations, partnering with a Client Success Associate to provide you with supplemental performance details.
• Own the day-to-day client-facing communication for Accounts in your portfolio and build relationships across the client organization (Business and IT/Technical stakeholders). Adhere to Response Time SLAs in-line with Client Account Tier. Manage delegation of client requests and investigations as appropriate to Client Insights, Production, or Product/QA teams.
• Lead recurring client performance calls (weekly, bi-weekly, monthly depending on Client Tier).
• Lead prep with Account Manager for recurring Monthly Strategic Calls & QBRs.
• Own renewals of specific accounts in your book of business
• Quarterly Revenue Forecasting – Own the updates for quarterly forecast projections, based on a solid understanding of expected growth or contraction of your account’s current campaigns.
• Client Health – Review Client Health scoring on a weekly basis for all Accounts. Lead adjusting, escalating changes and action plan to correct. Partner with Account Manager for alignment.

Skills Required:

• Adept with Microsoft Office suite. Fast learner of software (Salesforce, Vitally, Tableau). Experience or comfort with using Microsoft Teams and other messenger services to communicate.
• Comfortable translating complex ideas and issues to an uninformed audience. Must be able to translate data into actionable business insights related to clients’ business goals and strategy.
• Ability to manage and support tasks and due dates for multiple clients at once.
• Bonus points for experience as an account manager or CSM managing healthcare or insurance related clients (electronic health records, appointment management software, hospital management software, call center software, etc..)

Compensation & Perks:

• Competitive Annual Base Salary ($90,000 - $125,000 DOE)
• Annual Bonus Program (approximately $10,000 - $20,000)
• Comprehensive Healthcare Benefits (medical, dental, vision, etc..)
• Flexible PTO Policy
• 100% Remote work

Please apply today! We are looking to interview and hire ASAP!

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