Customer Success Consultant ensuring client satisfaction and retention in the Compass educational product. Collaborating with schools for exceptional service and advocacy of our platform.
About the role
- Customer Success Consultant providing professional on-site support for WaveMark solution. Building strong relationships to enhance healthcare supply chain efficiency with strategic oversight and customer advocacy.
Responsibilities
- Provide support for WaveMark accounts, which could range from a single hospital department to an IDN (Integrated Delivery Network).
- Cultivate relationships with new and established customers to ensure successful customer experience.
- Complete site visits to each customer account with appropriate frequency.
- Master the full range of WaveMark products/services and keep up with new releases.
- Responsible for customer advocacy to ensure issues are resolved in a timely and effective manner while adhering to WaveMark policies and procedures.
- Work in a cross functional team consisting of Operations, Engineering, Customer Support, and other functions to ensure successful installation and adoption of the WaveMark solution.
- Serve as a subject matter expert with customers for on-site troubleshooting technical issues.
- Participate in product development initiatives including new product design, documentation review, and ensure that customers benefit from new products and enhancements.
- Drive improvement in key Account Health metrics.
- Communicate system updates to local clinical staff and super- users.
- Ensure all account-level meetings and conversations are documented.
- Work closely with customer service team to help support customer service issues.
- Deliver local staff solution training i.e..., Mobile Hospital, Dashboard, and system reports.
- Deliver hospital-level Quarterly Business Reviews to key stakeholders that will help drive towards customer goals and WaveMark best demonstrated practices.
- Able to travel 75-80% of time.
Requirements
- Bachelor’s degree or equivalent work experience preferred.
- 3-5 years of experience in account management, customer service support, account consulting or healthcare supply chain preferred.
- Customer service/client facing, problem-solving and analytical skills highly desired.
- Experience guiding customers through solution adoption and change management highly desired.
- Strong written and verbal communication skills highly desired.
- Computer proficiency in Microsoft Office products (Access, Excel, Outlook, PowerPoint, Word) preferred.
- Customer/vendor credentialing is required (this may include vaccinations).
Benefits
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
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