Customer Success Advisor
- Leads the day-to-day “HME Experience” for assigned account base.
- Builds relationships with key stakeholders in the customer’s organization, acts as the trusted/strategic advisor with customers and drives continued value.
- Monitors and identifies customer health and utilization trends, provides recommendations based on risk and customers' business needs.
- Identifies customer retention risk and collaborates with internal teams to remediate and ensure successful long term customer relationships.
- Works with clients to establish meaningful cadences for reporting and meetings with clearly defined objectives, stakeholders, milestones, risks and metrics for success.
- Oversees the overall use of HME solutions, including onboarding of new services, special event-based initiatives, and large-scale changes/migrations.
- Works in concert with Account Managers and other members of the HME Team to meet and exceed Customer’s expectations, grow market share and revenue across all HME Products and Services.
- Identifies, clearly communicates and manages risk through proactive touchpoints and takes the lead in developing resolution strategies.
- Fully understands Customer’s business and workflow to establish credibility with a consultative approach.
- Introduces and implements new products and features to customers based on needs uncovered during strategic customer conversations.
- Leverages deep functional expertise to increase Customer usage of existing services across the entire franchise base.
- Acts as an internal liaison between members of the “account team” and the various departments across HME (Support and Operations, Product and Development, Finance).
- Works with HME Customer Support teams to identify chronic issue patterns or trends and assists in aligning resources to correct.
- Acts as the voice of the Customer internally at HME. Gathers feedback directly on services/support and proactively addresses and escalates.
- Partners with Account Managers to help ensure expansion opportunities are identified and closed successfully.
- Assists in annual and ongoing account planning.
- Strong verbal and written communication skills, including preparation and presentation for the C-Level audience.
- Excellent organizational skills to proactively manage multiple priorities and track a variety of tasks with a strong sense of urgency to meet deadlines.
- Attention to detail.
- Effective customer service and problem solving skills.
- Advanced proficiency with Microsoft Office (Excel/Word/PowerPoint).
- Effectively convey pertinent information verbally and in writing to project team, customers and others in constructive manner.
- Proven conflict resolution skills.
- Minimum of 2 years related experience required.
- Experience in a customer-facing Customer Success, Account Management, Technical Account Management or Service Support required.
- Bachelor's Degree in Business strongly preferred or equivalent experience.
- Project Management Professional (PMP) preferred.
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