Client Success Manager (CSM)
Chart your course and be part of new discoveries by joining the only fintech solution unifying the technologies of two companies to become the leader in payment processing.
Transact and CBORD have recently merged to integrate their technologies. Transact is the leader in innovative payment, mobile credential, commerce solutions and CBORD is the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, card systems for K-12, higher education, acute care, senior living, and business campuses.
Position Overview:
The core role of a CSM at Transact Campus Inc. & CBORD is to ensure our clients understand the measurable value our solution delivers to their hospital operations. Client Success Managers work with clients from post-implementation through renewal, building and executing strategies for outcome-driven engagement and quantifying value delivery for our healthcare customers. Client Success Managers are consultants and trusted advisors to their clients, and continually grow our clients’ knowledge of Transact Campus Inc. & CBORD’s ecosystem to provide an industry-leading experience that leads to client success and growth.
Our CSM II manages a book of business that includes a high percentage of Middle Market accounts, requiring some tactical approach but deeper customer knowledge and account strategy. The ideal candidate has mastered relationships at the operational level and is currently building strong relationships at more senior level roles (Clinical Nutrition Mgr, Exec Chef) and is developing their multi-threading techniques and outcomes (expanding the web of influence).
Key Attributes:
The below attributes are the keys to a successful CSM at Transact Campus Inc. & CBORD:
- Inquisitive / Mindfully Curious- You seek to understand what winning looks like for each client.
- Ownership Mindset – you bring grit and growth mindset to your role.
- Connector – you build trusting and lasting relationships with your clients, enabling your champions and influencing your executive decision makers.
Job Duties and Responsibilities:
Customer Onboarding
- Work with our Sales and Implementation team members to generate seamless handoffs between groups:
- confirming and aligning business goals and expected outcomes.
- defining the strategy, key metrics, and milestones via Client Success Plans
- Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success.
- Address any post-implementation changes uncovered through client consultation and discovery calls.
Driving Time to Value
- Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life.
- Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives.
- Proactively inquire and address challenges they arefacing that’s preventing them from achieving their goals.
Optimization & Growth
- Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client.
- Create and deliver Business Reviews (on-site and over the phone) to share the quantitative value our solutions are delivering to our clients,generating discussion w/ key stakeholders and decision makers about their progress and challenges.
- Consistently bring a strategic lens to educate our clients in 3 ways:
- Market lens: educate your clients on what is happening in the hospital industry and how it relates to them.
- Business Lens: understand our clients’ strategic objectives and advise on what they should be thinking about next.
- Product lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently. Advise and educate through best practices and performance benchmarking.
Additional Responsibilities, as needed.
- Proactively address red-flag and re-engage customers through training, chairside and strategy sessions.
- Partner with Technical Support to communicate effectively with clients on outstanding issues.
- Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement.
- Communicate with customers on system upgrades and new features that relate to their objectives.
- Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally. Become an expert in recruitment technology and workflow to deliver consultative solutions to customers.
Requirements:
- Bachelor’s degree from a 4-year accredited college or university
- 2-4 years in an Account Management, Relationship Management, Customer Success, or Strategist role, preferably at a software/SaaS/technology provider
- Skilled at building lasting relationships with customers and providing superior value and follow up.
- Excellent presentation, written and oral communication skills.
- Occasional travel (0-10%); will partner with AE to coordinate.
- Adaptable to frequent change
- Strong technical aptitude
- Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication.
- Experience in hospital operations solutions is a HUGE plus.
- Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook.
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.
Transact Campus Inc. & CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.
This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI
https://illinoisjoblink.illinois.gov/
As of August 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.
