Customer Success - Account Manager
Remote
Full Time
Mid Level
The best CMMS for healthcare maintenance professionals.
Customer Success - Account Manager
About US:
At FSI, you’ll join a team of passionate professionals dedicated to empowering efficient and safe hospital operations. FSI supports over 400 million ft of hospital space every year to run transformative, intelligent hospital maintenance operations. FSI is the most comprehensive computerized maintenance management software (CMMS) provider for healthcare, and we’re proud to serve over 1,000 hospitals with some of the largest networks in the country -- including Atrium Health, UPMC, Yale New Haven, SSM Health UNC Health, and many others. We work directly with our customers to build customized modern technology that fits their complex needs. In 2020, FSI received significant investments to grow and expand on the foundation established since the company began in 2002. We believe our most exciting chapter is just beginning, and we’re looking for talent that wants to make an impact. If you’re looking for a fast-paced, innovative community with a team focused on collaboration and empowerment through technology, we encourage you to get in touch.
Your role:
We are looking for a customer success representative to deeply understand our customers' needs, opportunities, and challenges and empower them to get the most out of our products and services. We are seeking a dynamic individual who has customer success experience in reducing churn, improving customer adoption, securing upsells, building lasting relationships, and turning customers into product promoters. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues, and over time serve as a trusted advisor. You will partner closely with implementation, support, finance, product, and sales to deliver customers the best experience possible.
Your responsibilities:
- Build relationships with assigned customers, identify solutions to their challenges, and continually delight them with a positive, customer-centric attitude.
- Work with customers to ensure they are leveraging our technology and services effectively
- Become an expert in FSI’s feature set and educate customers on the use and benefits of our products
- Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Maintain a revenue base by managing account retention, renewal, and upsell
- Execute and maintain account agreement documents
- Plan and facilitate customer forums, events, and webinars
- 3+ years of account management experience
- Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
- Outstanding multi-task task management skills across a varied set of responsibilities
- Passion for working with customers and a desire to deeply understand CMS benefits, use cases, and technical elements
- Experience with FSI product suite a plus
- Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
- Ability to build credibility and trust by understanding and addressing customer requirements
- Willing to travel periodically based on customer and business needs
Remote. Occasional travel may be required.
Compensation:
The compensation offered for this position will be based upon relevant experience, qualifications, and work location. The starting base salary is expected to fall within the range of $60,000-$85,000.
Our Values:
- Customer inspired.
- We seek deep understanding of our customer challenges and opportunities. We show up ready to listen with a collaborative mindset to build long-term trusted partnerships that allow us to act as an extension of any healthcare operations team.
- Solutions-first.
- Immense curiosity and an obligation to put ideas into action are the backbone of our growth. We ask questions and creatively define potential outcomes - all in service to our solutions-first mindset.
- One team.
- Each individual takes personal responsibility to treat every interaction as a partnership, building trust and alignment with fellow team members, departments, and customers to achieve collective goals. Our collaborative culture makes FSI a dynamic, challenging, and rewarding place to work and partner with.
- Impactful experts.
- As the leader in healthcare CMMS software and services, each member of the FSI team brings functional expertise to their role and produces exceptional results. We have walked in the shoes of our customers and our unique range of skillsets allow our customers and our team to drive maximum impact and efficiencies.
Don’t meet all the requirements? We’re all on a journey to learn constantly and have areas to develop. If you bring some of the above skills to the table and are still developing in others - APPLY ANYWAY! Learning and experience isn’t a one-way path, if you believe you have the background needed to make an impact in this role, we’d love to hear from you.
FSI is an Equal Opportunity Employer:
We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life are key to our success as a company.
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