Success Manager

POSITION SUMMARY

The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals.

ESSENTIAL DUTIES OR RESPONSIBILITIES

• Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
• Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
• Utilizes data to analyze product utilization and adoption
• Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth
• Maintains Salesforce case documentation of customer engagement activities to ensure service continuity
• Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers
• Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success
• Collaborates with implementations teams to develop onboarding plans for assigned products
• Collaborates with sales and other Success Managers on account renewal strategy
• Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer
• Collaborates with product, development, and content teams to develop customer facing materials for assigned products
• Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers
• Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
• Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers
• Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI
• Collaborates with onboarding teams to develop onboarding plans for assigned products