Customer Success Manager

hace 1 día

Medellín, Colombia Osigu A tiempo completo

The Customer Success Manager (CSM) will act as the primary point of contact for an assigned portfolio of strategic accounts, ensuring their success through tailored engagement, adoption of Osigu’s RCM solutions, and identification of opportunities for growth. The CSM will lead 360° account management, fostering client relationships, driving adoption, and aligning customer needs with business objectives.

**Key responsibilities**

**Strategic Account Management**:

- Serve as the main point of contact for assigned clients, developing deep relationships with key stakeholders.
- Ensure the full adoption of RCM solutions, creating and executing customized client plans.

**Revenue Growth & Retention**:

- Drive renewals and identify opportunities for upselling/cross-selling new products, integrations, and functionalities.
- Collaborate with other teams to generate and close new MRR opportunities from the assigned portfolio.

**Client Engagement & Adoption**:

- Monitor and report on client engagement, ensuring alignment with adoption goals for RCM.
- Proactively identify and address barriers to client success and adoption.

**Operational Coordination**:

- Partner with internal teams, including Customer Operations Specialists, product, and support, to resolve operational challenges impacting clients.
- Oversee the resolution of escalated issues, ensuring timely and effective communication with the client.

**Data-Driven Insights**:

- Analyze client data and health scores to identify trends and propose strategies for improvement.
- Provide feedback to product and development teams to influence future enhancements.

Required competencies and skills

**Education**:

- Bachelor’s degree in Business Administration, Engineering, or related fields.
- Specialization in Customer Success or certifications in PMO are a plus.

**Work Experience**:

- Minimum 5 years in Customer Success or Account Management roles in technology companies, preferably in the healthcare or technology industry.
- Proven experience managing strategic portfolios and driving revenue growth.

**Technical Skills**:

- Strong understanding of CRM and customer success tools (e.g., Hubspot, Salesforce, Jira).
- Data analysis proficiency. Power BI is a plus.

**Core Competencies**:
Strategic thinking, negotiation, communication, influence, problem-solving, and decision-making.

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