We have an exciting customer relationship management opportunity with a fast-evolving and rapidly growing telehealth platform provider headquartered in Pittsburgh, PA. Iagnosis, which offers the consumer teledermatology service DermatologistOnCall®, has an immediate need for an experienced Customer Success Manager that is located in the Southern US for management of customer accounts within this territory. Preferred location of the Customer Success Manager is Indiana, but the company will also consider candidates located in Illinois and Ohio.
The Customer Success Manager will work as part of the Iagnosis Customer Success team and have the primary responsibilities of strategically managing and expanding relationships with providers and their supportive staff. Assigned to a specific set of customer accounts within the Southern US (which could include both local and out-of-state practices), the Customer Success manager is responsible for developing strategic and tactical account objectives and achieving goals relative to customer satisfaction and success. The Customer Success Manager will liaise between providers, staff members, and cross-functional internal teams to ensure the highest level of customer satisfaction. The Customer Success Manager will report to the Chief Operating Officer.
Build and maintain strong, long-lasting customer relationships with providers and their staff
Oversee and strategically grow each account in terms of adoption and usage of our platform; this includes Providers (Doctors and Mid-Levels/Physician Assistants) and Practice staff
Maintain regular communication with assigned accounts - including site visits and face-to-face meetings - as a means to educate customers on best practices and company/product developments
Proactively assess, clarify, and validate customer needs on an ongoing basis
Seek out opportunities to expand customer utilization and adoption through addition of new provider platform users and/or product modules
Coordinate the involvement of company personnel, including technical support and management, in order to meet account performance objectives, customer expectations, and problem resolution/solution development efforts
Review and assess utilization reporting and metrics on an ongoing basis, including presentation of reporting to customers while highlighting both success and opportunity areas
Achieve strategic customer objectives defined by Iagnosis management, including assigned quotas in designated accounts; these will primarily be focused on customer adoption, driving visit volume, and increasing revenue
Develop a quarterly calendar of tactical objectives and activities and communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
Maintain high customer satisfaction ratings and renewals
Complete required training and development objectives within the assigned timeframe
Document all account activities within the CRM tool (Salesforce.com) in a timely manner
Support marketing efforts such as trade shows, exhibits, health fairs, and other events
Our work culture is entrepreneurial yet professional, fun yet serious, fast-paced yet strategically focused. We’ve recently entered into several high-profile partnerships and continue to see increased interest from providers looking to take the step into teledermatology, so we are looking for the right person who can hit the ground running and be a great addition to our team!
Our work environment is “tech casual,” we provide all-hands information meetings monthly and rotate departmental “lunch-and-learns” to foster lots of internal communication. We offer a competitive compensation and benefits package.
BA/BS degree or equivalent
5+ years of customer success/account management or other relevant experience in client facing roles, with software industry and /or healthcare related experience - or experience working in a start-up environment - being a plus
Experience in delivering client-focused solutions based on customer needs
Demonstrates ability to communicate, present, and influence strategically and effectively at all levels of the customer organization, including executive and C-level
Ability to think analytically and to be able to use data/metrics to communicate progress to customers and to identify opportunity/issue areas
Excellent listening, negotiation, and presentation skills
Excellent verbal and written communication skills
Proven ability to manage multiple projects at a time while paying strict attention to detail
Proficiency with Word, Excel, and PowerPoint; experience with Salesforce.com or like tools a plus
Iagnosis’ flagship product, DermatologistOnCall, is the industry-leading teledermatology platform being used nationwide by an ever-increasing network of board-certified dermatologists.
We offer patients convenient 24/7 online and mobile access to affordable, high-quality skin, hair and nail medical care. Iagnosis has been recognized in the industry for its innovation and high patient satisfacti...on ratings, and the company actively partners with physician practices, health systems, retailers, and other organizations to provide comprehensive and personalized care solutions to patients.
Visit www.DermatologistOnCall.com to start an online dermatology visit, or www.iagnosis.com for corporate information.