Customer Success manager

Gravity IT Resources

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Job Title: Customer Success Manager

Location: Remote (20% Travel)

Referral Bonus:

Work Authorization: USC/GC


Position Summary:


Gravity is searching for a Customer Success Manager (CSM) who will wear a number of hats and will serve as the overall engagement manager from contract signature through project kickoff and go-live, transitioning the account when a client becomes stable, and returning to accounts when project-based beta and special projects work is required. The role creates and maintains a complex and cross-functional project plan with a matrixed team. Key success measures include on-time delivery, high user satisfaction and NPS, high adoption rates and user engagement with the product, and outcomes in line with client objectives.

Core Position Responsibilities

    • Serve as the “CEO” of assigned customers during project work (implementations and betas)
    • Effectively manage the successful delivery of complex projects by appropriately identifying objectives, timelines, resources, and risks
    • Leverage deep functional periop expertise to create and sustain buy-in from core users, executives, and surgeons around workflows and tool adoption
    • Ability to create value for customers by ensuring business outcomes/metrics are clearly defined and a plan is developed to achieving them
    • Accountable to drive high usage of the platform within customers by driving the creation and execution of thorough and action-oriented plans
    • Proactively identify new workflows and expansion opportunities in each account to drive value both for the customer and client
    • Create a customer base who is excited about our client and serves as a reference for prospective customers
    • Maintain and demonstrate the ability to manage customer relationships, from the client executive team through to front-line leadership
    • Obtain a technical understanding of the platform with a desire to expand technical knowledge
    • PMP Certification preferred
    • Ability to travel up to 25-50% nationwide

Position Requirements

    • BA/BS required
    • 3-5 years of professional experience working at a top healthcare consulting firm, digital health company, or health system
    • Knowledge of the perioperative metrics, processes, challenges, and solutions; ability to engage in strategic and operational discussions with perioperative leaders and surgeons
    • Project management experience with large enterprise implementations
    • A track record of applying strong quantitative and analytical skills in prior roles
    • Change management experience
    • Experience working with product managers, engineers, and technical teams

Personal and Professional Attributes

    • Comfortable in an early-stage, high growth environment where it is necessary to drive structure from ambiguity
    • Strong attention to detail and proven data/analytical skills with a bias towards process design
    • Flexible learning mindset to fully understand and integrate solutions with a high level of critical thinking and the ability to navigate ambiguous and dynamic circumstances and environments
    • Solid written communication and documentation skills to create and edit internal and client deliverables that are succinct, articulate and meet standards of quality
    • Bias to action – intolerant of inefficiency and bureaucracy
    • Creative problem-solver, willing to be a trailblazer
    • High levels of personal accountability
    • A passion for fixing our healthcare system

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