Corporate Success Manager (CSM)

Position Title: Corporate Success Manager (CSM)
Department: Corporate Accounts
Reports to: Team Manager, Corporate Success 
Persons reporting to this position:  None

Overall responsibility:  The Corporate Success Manager is responsible for ensuring ZIMBIS’s strategic enterprise customers achieve their objectives using ZIMBIS solutions and ultimately renew and expand their business. The scope of responsibility includes ownership of the long-term success and expansion of strategic Corporate Accounts. Quantification of customer satisfaction, operational efficiencies, and ultimate return on investment (ROI) for our customers is an imperative to effectively demonstrate the value of ZIMBIS’s products and services. This role will be measured on the individual’s ability to optimize enterprise account customer satisfaction and to maximize recurring revenue from our most important customers.

The ideal candidate must thrive in a fast-paced environment, enjoy working on multiple projects, be extremely detailed oriented, versed, and comfortable working with customer C-suite executives, hospital operations, clinical staff, IT resources, ZIMBIS system administrators and other individuals integral to the success of our programs. Your participation with the ZIMBIS Corporate Accounts team will have a direct impact on the company’s growth objectives within the most rapidly expanding segment of the Dental Market. An additional key component of the role is the ability to serve as the customer advocate via cross-functional initiatives with ZIMBIS Executive Leadership, Sales, Implementation Operations, Corporate Technical Account Management (CTAM), Customer Support, and Product Development, to ensure account growth.

Essential Duties & Responsibilities:

Focus Tasks:
Corporate Account Programs

• • • End to End Project Management
      • Proof of Concept, tracking and measuring criteria for success
      • Multi-site Roll Out
    • Client Meetings working in conjunction Sales leadership and CTAM
• Corporate groups /regions – coordination and planning events and onsite QBRs
  • • Update/Tracking Deliverables
    • Prioritize Daily/Weekly /Quarterly Tasks to accomplish on or before due dates assigned
    • Coordination w/ CTAM:
      • Measure Client Satisfaction, Retention, Expansion Potential

Business Intelligence and Customer Metrics

• Trusted advisor driving business value for ZIMBIS Corporate Account customers
• Build and present corporate group Quarterly Business Reviews (QBR)
• New Opportunity Assessments utilizing client financial data
• Coordination of (w/CTAM):
  • System Utilization / Inventory Optimization
  • Program Management / System Administrator Effectiveness
  • Operational Data collection / Analysis
  • Interface Status and Utilization
  • Measure of Client Success – Metrics

• Financial Reporting (Inventory Performance, Hospital Labor, Charge Capture, Other metrics)

Operations - Planning

• Project Scoping/Planning Sessions
• Corporate, Regional and Hospital
• ZIMBIS Internal Team
• Supportive Role in Pre-Implementation, Implementation, Post Implementation Account Management, and Support
• Tailored Implementation & Training content
• Alignment with Customer Controlled Drug policies and procedures

Operations - Client Experience Management

• • Coordination w/ CTAM:
  • Surveys – Coordinate with Inside Sales & CTAM
  • Site Visits / Virtual Optimizations
  • Process and Workflow audits
  • Client Escalation Resolution

Operations - Account Management

• Participation in development and update of account management activities and files storage in salesforce.com, Microsoft shared drives or other platforms as directed by Corporate Account leadership

Skills and Attributes

Client Facing Experience & Skill Set

• Customer centric focus
• Experience with large customers projects and programs
• Sales experience
• Problem / resolution management experience
• Provide superior customer service and remain solutions driven with all customers and/or customer concerns
• Transfer customer issues to the appropriate department to ensure quality customer service

Software / System Skills  

• Effectively uses multiple software systems to service accounts. This includes, but is not limited to, Salesforce.com, Slack, Map Anything, and Microsoft Office products
• Strong Microsoft PowerPoint and Excel skills are a MUST
• Demonstrated proficiency in all ZIMBIS products and solutions (preferred, not required)

Other skills:

• Team oriented player
• Self-starter / highly motivated individual
• Strong Project management expertise
• Relationship management
• Strong interpersonal and communication skills (written and verbal)
• Ability to provide cross-functional and external leadership across ZIMBIS departments
• Accountability and personal organization
• Strategic Planning
• Strong analytical skills / business judgment

Location:

• Remote or Company headquarters in Scottsdale, Arizona
• 45-60% Travel to Clients or Industry Events as Needed

Education/Licenses/Certifications Required:  

• Bachelor’s Degree (BA/BS) or Equivalent Experience
• A minimum of 5 Years Veterinary or Medical market experience preferred

Compensation

• $80,000-$90,000 total on target earnings (salary plus quarterly bonus structure tied to Corporate Account team performance)
• Compensation based on candidate education and experience

Benefits

• Open PTO; including 9 observed holidays
• Medical, dental, and vision insurance are progressively paid by the company. Premiums paid by ZIMBIS after year 3 with full family coverage
• Health Savings Account
• Flexible Spending Accounts; Health Care and Dependent Care
• 401K with generous company contribution- Safe Harbor Contribution 
• Company paid long-term disability and life insurance
• Employee Assistance Program
• Gym membership stipend
• Cell phone and Internet stipend for remote employees

Job Type:

• Exempt, Full-time