Customer Success Strategist
2 weeks ago
HOPS Healthcare is a dynamic IT product company in the healthcare domain. Our team is passionate about building innovative products that cater to the needs of Pathology Labs and Hospitals. We are a group of young enthusiasts who thrive in a culture of open communication and flexibility.
Job Summary:
We are seeking a highly skilled Customer Success Strategist to join our team. The successful candidate will be responsible for maintaining and developing customer success strategies and best practices, as well as customer support content, with the help of our creative team.
Key Responsibilities:
- Account Management: Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
- Customer Success Strategies: Maintain and develop customer success strategies and best practices
- Communication: Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
- Problem-Solving: Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Consultative Approach: Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Collaboration: Collaborate, problem-solve, and/or strategize upcoming client meetings with team members
- Reporting: Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; Size trends in NPS scores to identify areas of improvement
- Case Studies: Work with the sales and marketing team to drill customer references and develop case studies
Requirements:
- Experience: 5+ years of experience in communications, marketing, sales, account management, or customer success
- Skillset: Strong verbal and written communication, strategic planning, and project management skills, analytical and process-oriented mindset, comfortable working across multiple departments in a deadline-driven environment
- Team Player: Active team player, self-starter, and multitasker who can quickly adjust priorities, ready to travel to client location as and when required
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