Customer Success Manager (East Coast)

Olive Baltimore , MD 21201

Posted Yesterday

Olive is healthcares first intelligent digital workforce and has been successfully deployed at healthcare systems across the country. Olive helps streamline and automate administrative healthcare processes to allow healthcare professionals to concentrate on whats most important, their patients. Olives promise to her customers is that she finds out where she can make an impact, onboards quickly, shows up to work everyday, does her job extremely well, and gets smarter over time.

Omega is Olives digital workforce operations center dedicated to ensuring that Olive keeps her promise, by providing support, analysis, communications, and continual improvements to all live customer bots.

The Customer Success Manager at Olive is part of Omegas rapidly growing Customer Success team and will work to ensure that Olive is performing at her best every day. The Customer Success Manager will help drive initiatives and communications that support and advance Olives promise. This role will work with the Olive account team, internal engineering and analytics teams, and the customer themselves to help resolve and respond to issues, proactively communicate successes and failures with the customers, and provide general customer success support to ensure Olive adds expected value to the customers business.


Responsibilities:
  • Serve as the voice of Olive to the customer for any manual communications or responses that must be sent to the customer on behalf of Olive. (Olive is an intelligent Digital worker, she communicates with her peers and superiors via email just like any other worker.)
  • Understand the work that Olive is doing, and the business impact it has, to provide effective support
  • Proactively monitor Olives work to identify and mitigate any potential issues
  • Work with Olive account team, engineering teams, customer teams and others, to resolve issues as they occur
  • Communicate proactively with the customer around successes and failures
  • Work with the customer to manage changes to Olive (scope changes, upgrades, expansions, modifications, etc)
  • Provide customer with regular reporting and information that gives visibility into performance
  • Understand the business impact that Olives work is having and provide insights and reports that measure or track the value that is being generated
  • Work with account teams during the testing process to introduce Olive to the customer and prepare the customer to interact with Olive
  • Set customer expectations on Olive interactions and live support
  • Perform strategy or quarterly business reviews with customers
  • Ensure customer receives communication on specific frequency from/to specified team members based on topic
  • Highlight areas and opportunities for Olive to expand her work or for the customer to expand their digital workforce
  • Perform other general non-sales account management activities as needed

Requirements

  • 3-5 years of professional experience as a customer success or account management resource with account ownership responsibilities
  • Bachelors Degree in Business, Marketing, Communications, or related field required
  • Experience working with customers in highly complex and dynamic environments. Working with complex technical products preferred
  • Excellent project management and organizational skills including the ability to prioritize and complete multiple assignments simultaneously
  • Comfortable navigating cross functional teams of internal and external stakeholders to resolve problems
  • Experience leveraging data and analytics to understand customer performance and to drive interventions and outcomes using data and insights
  • Strong analytical skills with an ability to creatively solve problems in a fast-paced startup environment
  • Self-starter with the ability to appropriately prioritize and strategize effectively in a rapidly changing environment
  • Strong communication skills, primarily written communication skills and presentation skills
  • Highly responsive and detail oriented
  • Customer facing mindset, professionalism and experience required
  • Travel may be required up to 50% of the time to visit customers in region
  • Experience with email management software, office and google products, analytical tools, etc
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Customer Success Manager (East Coast)

Olive