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Customer Success Manager/Software Implementation - Rancho Cordova, United States - VSP Vision
Description
Ownership and accountability for ensuring customer success, satisfaction and retention of Eyefinity's cloud-based software solutions. Becomes the customer's trusted advisor and advocate, with the goal of driving our customer's success and establishing loyal relationships with Eyefinity.
Helps customers in achieving their business goals and finding the most value with their investment in Eyefinity and Eyefinity Partner solutions.
Identifies and leverages company-wide resources to address any customer satisfaction, growth opportunity or risk during the customer lifecycle.
Proactively consults with customers to identify their software goals and objectives; acts as a champion for each customer.
Ensure customers derive maximum value and benefits with their investments in Eyefinity products.
Monitor customer engagement and satisfaction; identify at-risk customers; conceive and execute risk mitigation plan.
Drives health and satisfaction throughout the lifecycle of the customer, resulting in loyalty and advocacy.
Primary contact for customer escalations and partners with internal teams, i.e., Product Management, Training and Customer Support, to ensure customer needs and resolution with escalated issues are being met.
Gather feedback and identify key factors for customer success, and then communicate internally across all Eyefinity departments to initiate changes or enhancements to Eyefinity solutions.
Encourage customer interaction in our support forums and participate in customer events.
Maintains and reports statistics regarding retention, product usage and trends.
Facilitates and introduces sales opportunities as appropriate.
Job Specifications
Typically has the following skills or abilities:
Bachelor's Degree in a related field or equivalent experience.
2+ years of software account management and/or consultative experience.
Knowledge of eyecare or medical practice operations is highly desired.
Organized and know how to document customer interactions through SalesForce or other CRM.
Excellent verbal and written communication and in-person and virtual presentation skills.
Ability to work independently and to collaborate effectively across functions as part of a team.
Ability to empathize with customers.
Regularly exercises discretion and independent judgment in the performance of his/her job duties
Advanced ability to work within Excel spreadsheets
Minimum travel (under 20%)
#LI-REMOTE
#LI-EYEFINITY
Compensation range for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, pleaseclick here.
Salary Ranges: $51, $85,500.00VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters.Click hereto learn about our application process and what to watch for regarding false job opportunities.
As a regular part of doing business,VSPVision ("VSP")collects many different types ofpersonal information, including protected health information, about ouraudiences, includingmembers, doctors,clients, brokers, business partners,andemployees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
