Customer Success Manager (Shift Admin)

Mission Statement: The Shift Admin Customer Success Manager is responsible for proactive engagement with Shift Admin customers ensuring each customer is maximizing its derived value from the Shift Admin platform. In alignment with the strategy and goals of the customer and the QGenda organization, the customer success manager manages the client relationship, handles escalations as needed, communicates pertinent platform information to the customers and creates win-win situations for the client and QGenda.

Goals: To maintain and grow Shift Admin platform satisfaction and ARR through strategic engagement with the client revolving around the client’s business needs and the platform’s ability to meet them. The CSM should take a holistic approach to each client, understanding their buying drivers and the value-add and ROI of the Shift Admin platform as part of their healthcare IT ecosystem. The end-goal is increased CLTV through longer client durations and higher ARR from churn reduction, user expansion, and larger wallet share through additional QG/SA products.

Responsibilities:

• Frequent, on-cadence outreach to the SA customer base, or subset.
• Broad customer-facing outreach and communication re: the SA platform and the wider QG organization
• Proactive assessment of pain points or issues and leveraging the necessary resources to rectify such issues, including monitoring of usage decreases or non-usage
• Identification of additional revenue opportunities within the customer base via upselling additional products and/or cross-selling/expansion into other locations, user types or specialties, including TTCM or addition of On Call
• Act as point of escalation for issues that cannot be addressed/resolved immediately by the customer support team
• Provides proactive outreach for large system-wide upgrades that the client may not be aware of or have enabled that would create higher levels of customer satisfaction
• Handling customer communication, dialogue, and potential pushback during the pending changes to Shift Admin’s pricing structure
• Has minimal customer churn. Executes renewal process to identify if customer plans on renewing before invoice is sent
• Identifies any possible customer health risks by changing SF health status to yellow or red. Works with supervisor on action plan to ensure customer renewal

Preferred Experience & Skills:

• 3-5 years of relevant customer relationship management experience
• 3 years leading customer facing projects working with executive leadership
• Demonstrated experience in healthcare and implementation
• Experience in SaaS applications

Awards:

• 2018 – EY Entrepreneur of the Year
• 2018 – GA Fast 40
• 2018 – Deloitte Technology Fast 500
• 2018 – Glassdoor Top 50 CEO
• 2019 – GA Fast 40
• 2019 – AJC Best Places to Work
• 2020 – Deloitte Technology Fast 500
• 2020 – AJC Best Places to Work

Compensation & Perks:

• Competitive Salary
• Bonus Eligible
• 401k Employer Match

Great Benefits & Culture:

• Full Health and Dental (QGenda pays 100% of the individual premiums)
• Employee-centric work culture
• Work remotely when needed
• 3 “Flex Hours” per week
• Relaxed vacation policy
• Company outings
• Costco membership
• Casual dress
• Opportunity to be part of a fast growing software company with hundreds of customers and thousands of users around the world.

***Travel may be required as needed.

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