Customer Success Manager (Healthcare SAAS)

<strong>Customer Success Manager, Cohort <br><br></strong><strong>US – Remote <br><br></strong>RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.<br><br>Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.<br><br>We’re searching for a Customer Success Manager to join our team team, so that we can ensure that our customers’ healthcare organizations derive maximum value from our innovative software solutions. The Customer Success Manager will will actively participate in onboarding new clients, tracking and managing account health and sentiment, and ensuring and growing successful usage of RLDatix’s solutions through usage strategies to drive customer satisfaction, adoption, and retention.<br><br>This is an exciting time to join RLDatix as we are building the CS function. We're looking for individuals who like the challenge of building and transforming. The day one focus for this role will be working alongside the Relationship Management team to learn renewals and support the transition to the CS team. Since the CS Team is still building, reporting lines may roll up to Relationship Management in the interim, as we are also actively recruiting for the leader of the Customer Success team.<br><br>How You’ll Spend Your Time<br><br><ul><li>Build and maintain trusted, long-term customer relationships, earning respect and trust on behalf of RLDatix </li><li>Develop and manage success plans using objective data, in collaboration with the account team. </li><li>Measure and analyze CSAT (Customer Satisfaction) by solution to identify trends and determine any necessary corrective actions. </li><li>Proactively manage customer communications, tailoring information to customer-specific needs and aligning it with their mission and desired outcomes. </li><li>Drive adoption by sharing relevant usage data, share ‘best practice’ goals, promote upcoming webinars and thought leadership events on products and solutions. </li><li>Ensure a seamless renewal process by monitoring and managing client health, satisfaction, escalations, and sentiment. <br><br></li></ul>What Kind of Things We’re Most Interested in You Having<br><br><ul><li>3+ years of experience in a Customer Success role within a Healthcare, ideally at a SaaS company </li><li>Proven success in managing customer engagement, optimizing usage and outcomes, and achieving significant improvements in customer satisfaction metrics, sentiment, and/or NPS. </li><li>In-depth knowledge on how to leverage data to drive customer insights and business decisions. </li><li>Sincere interest in building long-term relationships with customers </li><li>A knack for working collaboratively within a fast-paced, evolving team </li><li>Ability to travel within North America up to 25% <br><br></li></ul>By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.<br><br>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.<br><br>As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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