mPulse Mobile

Customer Success Manager - Virtual/Remote

Virtual/Remote

Full-Time

5%

Purpose of the Role:
Client management role focused on client account management, planning and coordination of account activity, generating growth opportunities, and overall client satisfaction and retention. This position develops deep relationships within client organization that lead to increased adoption, utilization, and revenue opportunities. Gain extensive knowledge of client strategy, operational goals, internal stakeholders, decision making processes, business needs, and other internal factors that provide opportunity for product adoption and revenue growth.
 
Responsible for identifying, developing, documenting, and implementing new client use cases with ROI, Case Studies, and/or client testimonials. This role will also be responsible for using growth management tools required to accurately forecast and report on client revenue performance.

• Permanent Flexible Hybrid work schedule (remote)
• Medical insurance
• Dental insurance
• Vision insurance
• Prescription drug coverage
• 401K
• 401K with company match
• Life Insurance
• Health Spending Account (HSA)
• Flex Spending Account (FSA)
• Paid holidays
• Phone/Internet Stipend
• Paid time off
• Employee Referral Program
• Community service programs
mPulse Mobile is reimagining health engagement to inspire healthier lives and deeper relationships between healthcare organizations and their consumers. Healthcare's leading Conversational AI platform combines with award-winning health education for the streaming age to deliver tailored digital health engagement that educates and activates healthcare consumers. With over a decade of experience, 100+ healthcare customers and more than 300 million conversations annually, mPulse Mobile has the data, the expertise and the solutions to drive healthy behavior change.

 
The Perks:
  • Enjoy Flexible PTO and flexible work hours  
  • Hybrid, remote-first working model with quarterly team meetings (travel paid by mPulse) 
  • Two office locations: Encino, CA, San Mateo, and Minneapolis, MN  
  • mPulse Mobile covers 100% of employee only premiums for selected plans as well as 25% dependent coverage 
  • Full Vision and Dental - Dental and Vision individual premiums paid by mPulse 
  • 401K Program with a 4% match  
  • 3 Weeks Paid Maternity/Paternity Leave  
  • Wellness and Work from Home stipend  
  • Virtual Happy Hours & events 
  • Weekly All-Hands meetings giving regular access to leadership 
  • Several team interest groups including: Diversity, Inclusion, & You committee, Culture Club, and mPulse Mobilize  
  • Laptop fitness station in LA Office  
  • Ping pong conference table and Foosball  
  • Free snacks and drinks  
  • mPulse Mobile is the award recipient of Inc. Magazine's "Best in Business - 2021" and BuiltIn's "Remote First Best Places to Work - 2022"
Duties and Responsibilities:
  • Serve as overall quarterback for clients, build/maintain lasting relationships with key decision makers and responsible for showcasing value
  • Be a project manager and thought leader for customer implementations and ongoing program engagement.
  • Develop a deep understanding of mPulse's technology to help create best practices for customer success.
  • Develop strategic adoption plans for each customer.
  • Partner with cross-functional teams including Sales, Marketing, and Customer Success, all while serving as the voice of our customers within the organization.
  • Coordinate and facilitate regular Executive Business Reviews with customers.
  • Handle day-to-day requests and customer issues thoughtfully and quickly, soliciting feedback while maintaining a strong sense of product direction.
  • Lead on identifying, escalating, and resolving all client issues
  • Build out strategic communication campaigns throughout the customer lifecycle.
  • Responsible for key customer success metrics, including customer churn, account growth, and client satisfaction
  • Deliver a consultative approach in engaging with customers through onboarding to implementation and growth.
  • Responsible for account retention, account growth, and client satisfaction.
  • Monitor programs and ensure value delivery to clients 
  • Leverage comprehensive understanding of company products and services to provide relevant adoption, recommendations, and upsell opportunities for client solutions with ROI 
  • Manage internal resources efficiently to achieve client and company goals 
  • Consult on product innovation and improvements 
  • Up to 5% travel
Skills, Abilities, and Experience:
  • 2+ years healthcare or technology industry experience
  • 1+ years of sales/revenue growth experience
  • Experience managing single site or functional accounts of moderate scale and complexity
  • Demonstrated success in client relationship planning, management, and strategy
  • Experience working with healthcare related technologies, data, and software(s)
  • Prior experience in cross-functional roles and team collaboration
  • Strong analytical and problem-solving skills
  • Expertise in leading client adoption, measurement, and achievement of ROI
  • Experience in complex project management
  • Excellent organizational skills, ability to multi-task, and self-motivating
  • Technical aptitude with ability to adapt, learn quickly, and teach others
  • Proficient use of MS Office Suite, project management tools, JIRA, etc.
  • Excellent communication skills and highly collaborative
Minimum Experience:
  • Bachelor's degree or 4 years related experience to supplement for education
  • 2+ years Account Management or Customer Success experience  
  • Healthcare or Technology experience
  • Project Management experience
*Please note, due to the requirements of this position, responses may automatically disqualify you from moving forward in the application process. Please review minimum qualifications thoroughly before applying. 

Behavioral Competencies:
  • Attention to Detail
  • Independent Self-Starter
  • Growth Mindset
  • Highly Organized
  • Critical Thinker
  • Problem Solver'
  • Excellent Communicator
  • Ability to Prioritize
  • Team Work & Collaboration
  • Multi-Tasker with Strong Sense of Urgency
  • Authorized to work in the US without sponsorship
  • Minimum 2 years Account Management or Customer Success experience
  • Healthcare or Technology experience
  • Project Management experience
  • Bachelor’s degree or 4 years related experience to supplement for education
  • Knowledge in: Microsoft Office
mPulse Mobile provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.