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Customer Success Manager

 Olney Maryland USA     Design: Customer Success Manager       Full-time


Company Overview

HiLabs (www.hilabs.com) is a health data analytics company with product offering to healthcare payers and providers in the United States of America. Its clients range from fortune 50 companies to government entities. The company has a strong VC backing, excellent management team from best Business schools and brilliant data engineers from top engineering colleges of the world.


Job Summary

As a Manager - Customer Success you will be accountable for driving customer engagement and customer satisfaction - ultimately customer retention. You will be accountable for increasing meaningful product adoption across our client base. You will build long-term enterprise-level, strategic relationships and expand our footprint within existing key accounts and contribute to the strategic and financial goals.
You will play a pivotal role in shaping best practices and ensure best-in-class Customer Success strategy. You will be responsible for mentoring and providing executive level support to the teams for engagements and customers in the Healthcare space.


Job Responsibilities

  • Understand customer’s business, strategic goals, and requirements to demonstrate value delivered with HiLabs’ product suite.

  • Demonstrate deep empathy for our customers and work as a consultant to build creative partnerships that deliver value to both sides.

  • Educate Customers about HiLabs product suite and use cases. Ensure revenue retention and identify opportunities to expand product adoption.

  • Drive product implementation ensuring all KPIs are met for adoption, experience and expansion for your portfolio of customers.

  • Ensure account-level governance, by driving regular meetings with the key customer stakeholders.

  • Delight customers, by deeply understanding and empathizing with the customer experience, representing their opinion with HiLabs Product, Engineering teams, and bringing necessary change quickly.

  • Mentor the members of the Customer Success organization

  • Provide ongoing support to build and cultivate Customer trust

  • Lead discussions along with business development team members to educate prospective customers about HiLab’s product offerings, use cases, ROI and help define and scope pilot engagements/ PoC’s


Desired profile

Need to have

  • 7 – 9 years of professional experience in a customer success-related role - business analyst, client management and strategic account management for a portfolio of accounts, or product management in the Healthcare space

  • Experience leading implementation teams and proven experience of successful implementations

  • Passion to understand customer needs and create solutions that delight

  • Desire to take ownership and drive work product forward / to completion

  • Able to craft a compelling story and effectively communicate vision and value of HiLabs to a variety of stakeholders at all levels

  • Able to prioritize and focus on the most important opportunities in an environment with competing demands

  • Able to pay careful attention to deliverables to minimize avoidable errors

  • Desire to roll up your sleeves and get things done

  • Strong analytical ability and problem-solving skills. Both quantitative and qualitative analysis experience, with the ability to drive to trend identification and actionable insights

  • Strong ability to drive cross-functional teams to alignment in the midst of ambiguity

  • Ability to adapt quickly and juggle multiple competing priorities in a fast-paced environment

  • Strong verbal and written communication skills with the ability to comfortably and effectively communicate, articulate with a variety of business leaders, management and cross-functional teams

  • Strong interpersonal skills; demonstrated ability to work collaboratively with a wide range of individuals at all levels

Good to have

  • Experience in healthcare payer industry

  • Ability to develop and present complex business reviews and executive presentations


Want to apply?

Send us your updated resume and tell us why you will be a good fit for the role in 150-200 words. Email us at careers@hilabs.com with the subject line " Applying for Senior Data Scientist "

Disclaimer:- HiLabs is committed to ensure safety for all. As the COVID -19 Pandemic continues, our hiring and on-boarding processes are being conducted remotely through virtual meetings until further notice.

About HiLabs, A cohort of experienced Engineers, Data Scientists and Physicians.

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