Customer Success Manager

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve. We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

Job Description

The Customer Success Manager is the one assigned by Commercial management to the client after both parties have agreed to close the deal. This is when a CSM’s work begins. They are the ones who work with the client to help them understand and learn the product (or service) from inside out. Further, it can be said that this role acts as a bridge between the Technical Support and the Sales teams.

Note that the CSM’s job does not entail providing Technical Support in cases of bugs / system limitations or in terms of straight selling. It is to ensure that the customer has all their needs met about Confirmit products and / or services rendered.

A CSM must possess strong Project Management skills and should know the right people from the right groups (i.e., Sales, Services, Product, or Technical Support) to involve at the right times. CSM’s need to maintain a proactive approach with their client base and meet potential business risks head on. Above all else – it is imperative that a CSM have an extremely high Emotional Intelligence quotient. Emotional empathy and client understanding is what makes “success” a possibility. It should be the foundation of every interaction.

Below are eight key responsibilities that all Confirmit CSM’s should have in their arsenal.

Develops Healthy Customer Relationship

The CSM’s create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services. It is the role of the CSMs to create and maintain long-lasting and healthy relationships with customers.

Enhances Customer Training

Customer Success Training involves visiting customers and scheduling webex’s / conference calls that give them customized training on how Confirmit’s products can be used to meet their needs.

Evaluates and Analyzes Customer Needs

The CSM promotes the success of a business by regularly checking on how Confirmit’s products and/or services are meeting the customers’ needs, and whether there are areas for possible improvement.

Builds Trust and Transparency with Clients

A CSM needs to build customer trust. Therefore, transparency is vital as this will invite customers to participate in more internal conversations, giving them insights for recommending a path to value, regardless of whether it includes additional revenue. Being responsible for an element of “Sales” prohibits a CSM from effectively building a solid level of trust.

Onboards New Clients

Customer Onboarding is the most important task and clearly defines a CSM’s success. This is because it is incredibly essential to educate customers on how to use our products and should focus on features they need to learn and on projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals.

Acts as a Customer Advocate

A CSM is a customer’s advocate and is responsible for ensuring customer feedback is heard and acted upon. This involves regular and active communication channels to the Product Team so that client needs are appropriately heard and assessed.

Encourages Customers to Upgrade their Products

With an in-depth understanding of customer needs, CSM’s can identify opportunities for Confirmit to provide additional services. They are also able to bring these opportunities to customers’ attention and intersect with customers’ particular demands.

Effective Internal Communication

It is the CSM’s duty to effectively communicate back to the Sales Team on a regular basis to provide clear customer intent for the future. Cross-selling / upselling opportunities should be brought to Sales’ attention immediately for further action.

Promotes Customer Loyalty

It is the CSM’s job to create customer loyalty and retain them; hence renewals are vital for this position. They should be able to keep track of customer product expiration dates and follow up with customers to renew their contracts.

Qualifications

• Familiarity with Forsta Surveys Decipher (now Forsta Surveys), Dapresy (now Forsta Visualizations), Revelation (now Digital Diaries), Confirmit (now Forsta Plus), Kinesis Panel (now Fosta Panel).
• At least 2 years MR experience

Additional Information

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position is $65000 - $90000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/ 

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