Description Department/Project Description: A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers' productivity. The goal is to create a SaaS product from ground up in a public cloud framework. Requirements Job Summary Customer Success Associates are responsible for engagements with customers at key points throughout the customer journey. Customer Success Associates are responsible for monitoring customer satisfaction, customer retention, utilization, and ultimately, increasing the lifetime customer value of customers. Internally, this role will also play a key part in the expansion of the Customer Success Digital Platform which will ultimately scale and operationalize key customer engagements. Duties and Responsibilities Monitor metrics to accelerate product adoption, influence collaboration and identify opportunities for growth. Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active usage, and NPS. Identify add-on and cross sell opportunities within an account and pass to assigned sales representative for follow up. Escalating customer needs/issues cross‑departmentally and appropriately for key accounts. Communicate \"voice of the customer\" feedback to upper management and help drive strategic initiatives and program improvement. Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc. Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale. Other duties as assigned and required. Qualifications 1-2 years' experience in customer facing role. Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight. Proficiency with O365 tools. Excellent organizational and time management skills including the ability to prioritize and multi‑task activities across many customers at once. Task oriented with the ability to prioritize and shift focus based on customer needs. Ability to engage with C level executives and ability to take feedback from all levels. Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution, and identification of technical escalation points. Excellent problem-solving skills and ability to navigate challenging situations in a professional manner. Ability to work cross‑functionally to bring key functional areas together in order to solve customer requirements. Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level. #J-18808-Ljbffr