We know why you are reading about this opportunity. You are driven to achieve goals. You are looking to make a direct impact. You want to work in a culture where your co-workers work as part of a diverse team, communicate across departments, and have a positive attitude. If we had to guess, you are innovative with great ideas, want to bring efficiencies to processes, and are looking to grow your career. Are we right? If so, let’s talk about who we are.
Who We Are
Greenphire is a leading provider of clinical payment and communication solutions. We provide software as a service (SaaS) to reduce costs, increase participant retention, and produce quantifiable results for our clients in the clinical trial industry. Our vibrant culture focuses on four key values: All In, As a Team, For a Purpose, Solving Problems.We are a multi-year recipient of the Philadelphia Business Journal’s Best Places to Work award, and love to give shout-outs and awards to our employees.
Our For A Purpose committee champions philanthropic activities throughout the year so employees can give back to our community. We have a diversity committee that focuses on breaking down barriers, recognizing that our uniqueness is what makes us so successful!
The Customer Success Manager is responsible for the building and management of customer relationships while leading the customer to full adoption of our products. The Customer Success Manager plays a key role in developing strategic relationships with customers and demonstrating high NPS scores and expansion opportunities. This role involves the proactive engagement in day to day management of the account including strategic account planning and customer success issue resolution.
The Customer Success Manager has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven.
Responsibilities
- Maintain strong relationships with customers and ownership of customers’ success through renewal rate, NPS and other metrics that measure customer success.
- Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements
- Identify opportunities to increase revenue conversion
- Establish initiatives to encourage customer growth and upsell opportunities
- Create and drive value realization throughout the lifecycle
- Proactively identify account risks and drive mitigation strategies
- Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users
- Work with CSM Leaders on business initiatives and other projects
- Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies
- Work with Finance teams to improve revenue predictability for customers
- Assist in the hiring and training of Customer Success Managers
- Perform other duties, assignments, and special projects as time or circumstances demand
Qualifications
- 10+ years working in account management or equivalent role
- Bachelor's Degree or equivalent combination of education and experience preferred
- Minimum of 2 years of Industry related experience required
- Proven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer success
- Ability to align internal resources to meet customer requirements and deadlines.
- Proven track record of sustaining and growing complex relationships
- Commercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills.
- Be a self-starter with a positive attitude
- Extremely organized, with effective time management skills
