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Posted: Thursday, March 9, 2017 6:46 AM

Job Description:/h3:
The Customer Success Manager is an essential person within the EMS team to promote customer confidence and manage the customer relationship. The CSM I will drive the successful use of our products through customer training and will be the customer champion. One essential function will be short:term onsite assignments providing end:user training and best:practice support.
The CSM I position will provide on:going support needs, meet with the customer via routine remote and on:site visits, assist administration in securing support contracts and provide the customer with ROI information semi:annually.
This is an important position that requires excellent listening, communication and problem solving skills. The CSM I is the primary EMS contact with the client once the EMS solution is installed at the client site. All communication must be professional and any and all training must be delivered according to established training standards and procedures.

Essential Functions
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Become an expert in the features, benefits and application of EMS products
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Deliver strategic customer On:Boarding and ensure high value product utilization
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Ensure customer success through product training and best practices webinars
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Conduct post:training sessions with client remotely or on:site to facilitate a smooth transition from training to first use. Always plan and be at client site for the first planned session at client site to ensure it is a success.
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Utilize every opportunity and experience to create a client for life
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Act as the internal customer advocate to ensure we are doing everything possible to help the customer meet their success criteria
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Look for opportunities to offer additional services or functionalities to further enhance the user experience, partner with EMS Regional Sales Managers to drive identified upsell opportunities.
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Inform client of product feature enhancements and train them how to use any new functionality
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Continuously demonstrate and communicate our value and ROI to client
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Gather feedback from the customer and share with the Product team to drive new features
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Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations
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Provide expert:level support via phone, email or webinars
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Identify at risk accounts
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Identify customer references and case studies
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Contact 100 of assigned customers quarterly via phone or webinar activity, visit your customers annually
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Maintenance and Support renewals are key part of your role as Customer Success Coach, work with Administration to secure them in a timely manner
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Participate in quarterly customer business review meetings
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Document training and customer visit outcomes
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Exercise client confidentiality
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Conduct self in an appropriate manner as a representative of EMS
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Perform other duties as required
Secondary Responsibilities
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Once project planning is underway, work with the Project Manager to clearly understand end user requirements and scope of client site project to develop an appropriate education plan that will accurately reflect the use of the solution
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Plan, develop, and provide training using knowledge of the effectiveness of methods such as classroom, demonstration and hands:on training for internal and external customers
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Use active training techniques to engage attendees and maximize knowledge and skill retention
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Provide the client with instruction and support to adapt current, established workflows to the EMS solution
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Select or develop advanced teaching aids, such as handbooks, demonstration models, visual aids, and tutorials
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Conduct remote, pre:training software testing as required
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Trouble shoot technical issues at client sites
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Assist with software release and version testing
SKILLS AND ABILITIES:
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A strong passion for the customers success
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Ability t

Source: https://www.tiptopjob.com/jobs/64377857_job.asp?source=backpage


• Location: Philadelphia

• Post ID: 37501629 philadelphia
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