Job Information
Data Innovations LLC Customer Success Manager in South Burlington, Vermont
This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1135671
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Description {#description automation="descriptions-title" bind="text: $.t('Opportunity.OpportunityDetail.Description')"}
Responsibilities
- Help drive overall post-sales relationship with assigned accounts to promote expansion of DI footprint, including activities such as training, professional services, technical support, and renewals
- Focus on the delivery of Support to assigned Partners and Strategic Customers
- Provide a single point of contact for technicalescalations to ensure issues are being resolved in a timely manner and updates are being provided to the correct resources
- Establish and maintain relationships with assigned Partners and Strategic Customers
- Provide oversight of assigned Partners and Strategic Customers support interactions
- Act as an escalation point for support within the CS Teams for their assigned accounts
- Provide broad picture view for services for assigned customers; relay best practices
- Regular check-ins for support related issues with assigned Partners and Strategic Customers to ensure customer satisfaction and success with DI products and services
- Identify and resolve barriers to customer success and reduce support turnaround times
- Identify renewal and upsell opportunities, move customer toward Enterprise-wide deployment of DI solutions
- Track assigned customer and partner engagement metrics and satisfaction indicators
- Ensure customer and partner feedback is communicated internally to enable ongoing improvement of DI products and services
- Work with VP of Operations, Partners and Strategic Customers to address trends and establish a way to address
- Ensure Partners are getting the training they need
- Ensure Partners are meeting contractual obligations for Support
- Liaison/Collaboration with TPS , Partner and Sales teams to ensure customer and partner satisfaction
- Travel up to 25%
Knowledge, Skills, and Abilities:
- Strong interpersonal and communications skills; including ability to communicate highly technical concepts to people of varying level of technical competency
- Proven problem-solving approach
- Ability to mentor others
- Process Improvement Mindset
- Possess high attention to detail
- Excellent customer interaction skills
- Self-motivated and to effectively manage multiple projects
- Extensive experience and knowledge of computer hardware, computer networking, Microsoft operating systems and Microsoft Office Suite (Word, Excel and Outlook)
- Expert level of knowledge related to Strategic Customer Account management, support and service
- Ability to follow DIs policy and procedures
- Meets customer requirements for on-site visits (may include immunization requirements)
Education and/or Experience
Minimum of an Associate\'s Degree and least 5 years of relevant professional experience in a Technical Account Manager/Support Engineer role or at least 5 years relevant working experience.
Physical Requirements/Working Conditions:
While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.
Preferred skills and experience:
In addition to the above requirements, the ideal employee/candidate will have experience with the following:
- Clinical laboratory space and workflow knowledge
- Healthcare IT Software
- Previous experience with Instrument Manager
- Project Managem ent
Supervision Level
This person reports directly to the VP of Operations and may mentor others in the department.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will
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