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    Customer Success Manager - Atlanta, United States - Florence

    Florence
    Florence Atlanta, United States

    1 week ago

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    Description
    What We Do:

    Florence Healthcare, Inc. ) software reduces the time it takes to deliver medical cures to those who need them. Our industry-leading software is used to streamline clinical trials at over 10,000 research sites, sponsors, and CROs across 45 countries. By the end of the decade, we'll double the pace at which new medicines get to market by doubling the output of trial site teams.

    At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.

    We are happy to share that we have recently earned spots on the following lists:
    • Built In Atlanta Best Midsize Remote Companies to Work For 2023
    • Atlanta Journal Constitution - 8th Best Small Workplace in Atlanta in 2022 and received the "New Ideas Award"
    • Inc Best Places to Work 2022
    • Best & Brightest 2022 Atlanta
    • Best & Brightest 2022 USA
    What You'll Bring To The Team:

    As a Customer Success Manager (CSM) you will help promote retention of customers and contribute to their positive experience with Florence. As a CSM you will support customers by building close relationships with end-users. You will work directly with customers to help solve their problems and ensure their satisfaction throughout their customer lifecycle. You will focus on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping drive value across their organizations.

    You will:
    • Collaborate with Florence team members in Account Management, Sales, Implementations, Development, and Product to provide value-add services to our customers
    • Analyze user adoption and engagement to ensure the long-term success of programs
    • Actively measure, monitor, and ensure the health of the assigned client base
    • Assist in developing new programs to ensure the success and adoption of our customers
    • Lead customer check-in and ad hoc meetings
    • Drive customer value through engagement and retention strategies
    • Assist in creating training courses and educational materials as needed
    • Review customer complaints and concerns and seek to improve the customer experience
    • Be responsible for the overall satisfaction and retention of the assigned client base
    • Facilitate Customer Business Reviews based on client's defined cadence
    An Ideal Candidate Is:
    • Bachelor's degree
    • 2+ years of experience working in a healthcare or SAAS environment
    • Well-equipped with proven critical thinking and problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts.
    • Able to assess a situation, identify next steps, implement an action plan, and hold others accountable to deliverables and deadlines.
    • Able to work independently and be resourceful when confronted with ambiguity
    • Committed to providing white glove service to our users
    • Able to analyze problems, find root causes, and propose solutions
    • Able to guide users to solutions
    • A team player able to interact with other departments
    • Exceptional ability to communicate and foster positive business relationships
    • Well-versed on the technical side of products and can offer insight and tips on how to use features
    What's in it for you?
    • Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.
    • Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.
    • Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.
    Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.
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