Customer Success Manager II

Desired Outcomes

Achieve KPIs surrounding premium product utilization
Increase premium revenue through development of the managed services offerings
Customer satisfaction that leads to successful renewal of contracted services
Manage account portfolio to ensure scalability and profitability of premium offerings and procedures

Competencies

• Efficient Time Management - manage multiple accounts and multiple priorities within these accounts
• Strong Relationship Building Skills – easily navigate large and complex organizations
• Collaborative Attitude - work well in a team environment
• Effective Communication - excellent phone, written, webinar and presentation skills to multiple levels of leadership with customers as well as internal teams
• Problem Solving - Turn customer needs and problems into opportunities to discover new solutions and build the Vendormate brand
• Flexibility – adapt well in a fast paced, growing and innovative environment. Must be able to adjust to changes in both internal and external customer needs

Responsibilities

• Project Management
• Develop and execute strategies to improve customer satisfaction and profitability
• Proactively review and update Salesforce for accuracy and efficiency

Relationship Building

• Develop relationships across all customers at various levels in organization
• Develop references for GHX solutions
• Develop opportunities to create white papers and case studies

Collaboration

• Work with Implementation Team to insure effective delivery of solutions
• Work with First Source and other internal teams to deliver value to suppliers and providers and increase adoption of GHX’s recommended practices
• Assist in the creation and maintenance of reference materials
• Provide market feedback on current solution capabilities
• Provide market feedback on customer challenges and needs