Customer Success Manager

December 13, 2023

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Bluesight

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Bluesight, the Medication Intelligence Company

Pharmacy Automation • Medication Tray Processing • Medication Tray Management • Drug Tracking • Controlled Substance Tracking

51 - 200

Description

• Own the day to day relationship with a book of customers and maintain a holistic, data-driven view of their overall experience with every team and Bluesight solution • Interface with customers, build relationships across the customer organization, specifically at the Executive-level, and leverage these relationships to improve product utilization, demonstrate and communicate product value, and ensure overall satisfaction is achieved and maintained over the long term • Develop Healthcare Executive Relationships and Present Executive Business Reviews (EBRs)

Requirements

• Build trusted relationships with healthcare executives and key stakeholders within the customer organizations to understand their strategic goals, drive product adoption, and achieve customer defined outcomes • Conduct regular business reviews with healthcare executive-level stakeholders, and ensure all value assumptions remain valid and the relationship is producing value and return • Proactively analyze gaps between current state and optimal state and effectively communicate recommendations that lead to value • Track and report on key metrics for customer • Be knowledgeable in the entire product suite/all lines of business, function as the lead contact and advisor to customers about solutions, best practices, and guide them to the right person/team to support them as needed for specific requests. • Influence future lifetime value through higher product adoption, user growth, customer satisfaction, documented ROI and overall health scores. • Vary service approach based on customer segmentation and delivery playbooks • Identify customer expectations and desired outcomes at the different levels/roles within the organization and create success plans that align use cases with customer objectives • Drive escalation of client issues and potential risk, quarterback the risk mitigation process, and ensure successful resolution of issues • Acquire and maintain customer references • Monitor and respond to NPS survey feedback and Customer Health scores • Work cross-functionally with Renewals Specialist to secure renewals, identify new revenue opportunities, and identify areas of renewal risk • Achieve annual renewal and growth targets in partnership with Renewals Specialist