Salt Lake City, UT
Be the ambassador/liaison between implementations, sales, 3rd party partners, business unit, and customers, to manage long term value creation with PHM customers. The Customer Success Manager will own the relationship with the customer in terms of value reporting, trusted advisor in usage and planning of PHM solution expansion, and first level technical support. Focus will be on the PHM solutions, initially with IBM Phytel, WCM, and Explorys.
Reports to the Director PHM Implementations. Responsible for identifying and prioritizing customer and internal issues with the PHM products. Coordinating and communicating timely resolutions across organizational boundaries. Drive accountability and ownership. Deliver input and drive process improvements to increase quality of service delivery and prevent repetition of issues. Ownership in value messaging to customers as well as accountable to partner with customer to identify potential expansions of product/service offerings.
Internal: DS Business Unit (sales, implementations, management), Finance, HQ Factory.
External: Customers, Third Party Product and Service Providers
Improve overall customer satisfaction and loyalty:
Accountable for root cause analysis and education of the issue(s) at all levels.
Develop and/or provide input to related action/project/program plans.
Own issue(s) from a customer perspective.
Establish process to support escalation engagements. Define schedule, key milestones, success criteria, and reporting procedures.
Proactively identify potential risks and recommend proper mitigation.
Assemble and lead cross-functional teams to resolve issue(s) correctly with the needed and agreed-to timeline.
Visit key customers to monitor/measure progress and ensure expectations are understood and exceeded.
Deliver monthly value reports to customer to show usage, improvement of outcomes, etcetera.
Improve employee satisfaction:
Lead cross-functional teams through the most critical projects, providing guidance/coaching and support.
Motivating and inspiring the cross-functional teams to work together in a unified approach to deliver high quality outcomes and to minimize repeat issues.
Facilitate program status meetings with internal and customer teams on a regular basis and provide timely, detailed status updates to teams.
Insure proper ownership of issues and help organizations accomplish their primary goals.
Improve Service Delivery:
Evaluate all issues and associated processes from a customer perspective. Apply lean principles to reduce waste.
Determine best practices and drive consistency and process compliance.
Proactively review service delivery processes to prevent issues from happening.
Experience in managing, leading, and motivating, teams and individuals.
Strong communication and follow-up skills.
Experience with process improvement activities
Experience with Product and customer workflows.
Passion for customer, employee, and product excellence.
Ability to prioritize work in a complex multi-tasking environment.
Experience with mitigating challenging customer complaints using a logical, systematic, customer centric process.
Ability to interact at all levels up to and including Senior Executives.
High level of technical and product proficiencies and the ability to drive discussions from a technical perspective.
Strong SQL, scripting (VB Script) competencies. Basic understanding of analytics/statistics with desire to develop to advanced level. Interested in growing skills in area of PHM. Must be strong communicator with ability to influence decision makers.
Strong SQL and scripting (VB Script) competencies. Basic understanding of analytics/statistics with desire to develop to advanced level. Interested in growing skills in area essential to PHM (R, Data Warehousing, EMR data extraction, data visualization, etcetera). Must be strong communicator with ability to influence decision makers. Must have intermediate level business/finance acumen.
BS Computer Science, statistics, analytics, etcetera, or BA/BS in business