Job Title: Customer Success Manager II
Job Purpose:
This position is responsible for the strategic and consultative support for all Alleva customers in the assigned territory. Responsibilities include, but are not limited to: customer retention through consulting on all Alleva products/services, refine product configurations, refine and design operational processes, product/process trainings, support escalation and resolution management.
Essential Job Duties:
1. Create, maintain and support key decision makers to drive value lead retention efforts
2. Perform a consultative needs assessment and configure the product to the customer’s unique processes
3. Perform dynamic online and/or onsite consultations for Alleva customers on various tools within our software platform to ensure they have a clear understanding of the value and capabilities of the software. This will be more process oriented and help give a clear plan of action on how to navigate the tool in order to perform necessary processes that will ensure the customer success and results from the tools.
4. Develop dynamic relationships with key decision makers at each facility to keep them engaged and utilizing Alleva to its greatest potential.
5. Provide monthly scheduled “Raving Fan” calls, periodic Zoom meetings and onsite visits, as necessary.
6. Deliver onsite and remote training sessions.
Job Qualifications:
· Education: Bachelor Degree strongly recommended and/or respective industry experience required
· Experience: Prefer 2 + years of professional CSM work experience
· Industry Experience: Preferred the most with 2 + year of professional work experience within the Behavior Health / Mental Health / Addiction recovery segments.
Required Skills:
Other Abilities:
Major Business/Professional Contacts:
· May require interaction with vendors and partners
Working and Environmental Conditions:
Physical Demands:
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