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CX Manager – Health & Life Sciences
Job Description:
- Serve as the primary technical point of contact for assigned accounts.
- Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
- Translate business needs into technical solutions; drive use case road map and guide feature utilization.
- Demonstrate product features and capabilities within the platform
- Partner with customer to strategize on adoption and innovation roadmap
- Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
- Understand and disseminate technical best practices to customers
- Build and maintain strong relationships with key executive and operational stakeholders.
- Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals.
- Drive customer health and retention by identifying risks and delivering proactive success plans.
- Partner with customers to develop change management strategies for successful adoption.
- Manage customer risks and escalations
- Analyze product usage data and customer insights to identify opportunities for greater impact.
- Develop and share case studies highlighting customer success and measurable outcomes.
- Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
- Provide feedback to product and engineering teams based on customer input and usage patterns.
- Support renewal and expansion efforts by aligning product value with customer goals.
Requirements:
- 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
- Preferred experience in financial services, healthcare/lifesciences, retail and consumer products
- Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred
- Experience in software deployments and implementation methodologies such as agile and waterfall
- Proven ability to align technology solutions to strategic business outcomes.
- Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
- Experience with customer journey mapping, stakeholder management, and success planning.
- Skilled in interpreting analytics to drive adoption and mitigate churn.
- Excellent written and verbal communication skills, with a consulting mindset.
- Willingness to travel up to 20%.
- Experience with contact center technology or customer experience platforms
- Motivated to complete ongoing enablement pertaining to product innovation and new offerings
Benefits:
- Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
- 401(k) plan
- uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
- 14 paid holidays each year.
- uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
