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    Customer Success Manager - Milwaukee, United States - Direct Supply

    Direct Supply
    Direct Supply Milwaukee, United States

    1 week ago

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    Description

    Position Summary:


    Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

    In the Customer Success Manager position, you'll be responsible for the health and success of DSSI's customer accounts.

    Focused on relationship-building, system and offering knowledge, and analytics behind the scenes, the CSM empowers DSSI's customers to drive positive change in their organizations and get the most value from DSSI.

    Responsible for the customer experience from onboarding through maturity, the Customer Success Manager is the single point of contact and escalation for the entire account, and is uniquely positioned to provide outrageous customer service along with deriving and influencing customer business strategy.

    This position works within our DSSI business.

    Direct Supply DSSI


    The DSSI platform connects care providers directly to their unique supply chain networks and delivers data-driven and AI-powered procurement tools to help our customers optimize profitability and efficiency at every turn.


    Competencies & Skills Needed:


    Proven track record of working in a customer-facing role establishing strong customer relationships and delivering on customer and business goals.

    Close project and contracted business to meet and exceed growth targets within defined accounts.
    Manage complex & contract project pipeline to ensure customer strategy is developed and executed to maximize win rate.

    Deals with Ambiguity - Comfort in dealing with ambiguity and driving a strategy in the face of obstacles and competing priorities.

    Leverage tools and technology to resolve escalations or preferably, route internally to ensure resolution.

    Effective Influencer, presents concepts & data to individuals at all levels of an organization in a way that drives their desired outcome, gracefully handles objections and simplifies complexity.

    Excellent analytical skills including proficiency with Microsoft Excel, Google sheets, internal reporting tools, and more.
    Engage technical experts to deliver value and handle objections.
    Proven track record of success working on cross-functional teams and leading through challenges.

    What You'll Do and Impact:
    Develop and maintain long-term relationships with existing customers. Blend customer success goals with offering and business goals to drive an powerful, strong and growing customer/Direct Supply relationship.
    Keep customers happy, engaged and growing as part of the LOB ecosystem.

    Develop a strong understanding of the LOB system, features and offering, and match customer needs and goals with our tools and features.

    Leverage customer and system analytics to drive system penetration and cross-sell/up-sell opportunities.
    Guide customers and internal team members through various stages of the customer journey including onboarding, development and maturity.
    Use and improve customer journey, customer health and other internal benchmarking and action-driving tools and approaches.

    Work closely with the Customer Support team, Product Management, Engineering, Marketing and others to assist in executing new product launches, initiatives and processes; share the voice of customer and market perspective as appropriate.

    Other duties as assigned.

    Experience:
    Bachelor's degree in business, communications or other related field
    3-5+ years of Customer Success, Account Management or Sales experience in a SaaS organization
    Ability to travel by car and/or plane up to 10%
    Valid, unexpired driver's license with satisfactory driving record
    Proven track record of success working in customer facing roles.
    Experience working with, and managing stakeholders and customers.
    Flexible approach, able to operate effectively with uncertainty and change.
    Job to be performed in the location listed. Generous benefit package available. Click

    here

    to learn more.

    Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

    2013 to 2024 Direct Supply, Inc. All rights reserved.
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