Customer Success Manager

Work location: India

About Candor Health
Candor Health is a healthcare intelligence platform that is powering companies with high quality, transparent, and actionable data in the US on doctors, facilities, insurance plans, costs, and more. We believe that providing higher quality, transparent data not only leads to better decisions, but creates greater trust and confidence for the entire healthcare ecosystem. We are getting data from a variety of growing sources including certification boards, booking sites, claims, social media, and others, with human and automated verification. We have built a high quality data set that has been baked off favorably against other healthcare data vendors, including public companies and startups that have been compiling healthcare data for many years. We are backed by some of the most prominent VCs and angels in healthcare who have a track record of building very successful technology companies.

Life at Candor

At Candor, everyone is a leader. The areas you own are yours to build and progress. Best ideas win We value a culture where the team not only enjoys working together to solve some of the biggest data challenges in the healthcare industry, but also has fun doing it. Building a great company is hard work but work-life balance is also important.

Job Description
As a Customer Success Manager at Candor Health, you will play a pivotal role in ensuring our clients' success. You will serve as a trusted advisor and advocate for our customers, working closely with them to understand their unique challenges and how Candor Health's product suite can address their needs. With your expertise and dedication, you will nurture strong relationships, drive product adoption, and help our customers achieve their desired outcomes.

Responsibilities

• Serve as a trusted advisor to clients, understanding their goals and challenges and providing strategic guidance on utilizing Candor Health's solutions effectively.
• Act as the main point of contact for customers, building strong relationships and ensuring exceptional customer service and satisfaction.
• Collaborate with the product and engineering teams to ensure client feedback is incorporated into the product roadmap.
• Proactively monitor and track customer satisfaction, working collaboratively with internal teams at Candor Health to address any challenges head on.
• Collaborate with cross-functional teams to enhance our customer onboarding process, ensuring a seamless and successful implementation experience.
• Conduct regular business reviews with customers, identifying opportunities for growth, expansion, and upselling of Candor Health's solutions.
• Deliver engaging product demonstrations and trainings, showcasing the value and functionality of our solutions and assisting customers in maximizing their usage.
• Provide ongoing support and guidance to customers, assisting them in overcoming challenges, optimizing their workflows, and achieving their desired outcomes.
• Collaborate with the sales team to identify upsell and cross-sell opportunities within the existing customer base.
• Maintain accurate and up-to-date customer records and activities in our Customer Relationship Management (CRM) system.
• Stay updated on industry trends, best practices, and emerging technologies in healthcare data to effectively consult and advise customers.

Qualifications

• Strong understanding of the healthcare industry, including knowledge of payers, health systems, and digital health companies.
• Have a minimum of 2 years of experience in a customer-facing role, preferably in customer success management or account management within the healthcare technology or management consulting sector.
• Excellent interpersonal and communication skills, with the ability to build rapport, establish trust, and convey value to clients effectively.
• Demonstrated ability to understand customer needs, provide actionable recommendations, and build consensus with senior-level stakeholders.
• Results-oriented mindset with a track record of meeting and exceeding customer retention and expansion targets.
• Familiarity with CRM systems and other relevant tools for managing customer relationships and activities.
• Empathetic and customer-focused approach, committed to delivering exceptional customer experiences.
• Strong problem-solving and decision-making skills, with the ability to navigate complex situations and find creative solutions.
• Continuous learner with a curiosity for staying updated on industry intricacies and emerging trends in healthcare data.
• Collaborative team player with a proactive and entrepreneurial spirit, bringing innovative ideas and approaches to customer success initiatives.