Remote
Description
Title of Position: Customer Success Advisor
Organizational Relationship: Reports to Director of Customer Enablement
Job Family: Customer Success
Managerial Responsibilities: None
Classification: Non-Exempt / Full-Time
Location Considerations: Strong preference for candidates residing in Georgia, Utah, or Indiana Location: #LI-Remote
GENERAL SUMMARY:
The Customer Success Advisor is responsible for building strong consultative relationships with customers and ensuring they are optimizing their products/bundles and receiving the highest return on investment. The CSA will ensure customers are properly educated and communicated effectively using tech-touch and high-touch activities. The CSA will build customer loyalty and ensure long-term customer retention by presenting consultative product information, addressing customer issues while getting the right team members involved, and helping the sales team with upsells. The CSA will reduce attrition, increase customer expansion of product offerings and increase customer referenceability.
DUTIES & RESPONSIBILITIES:
- Establish consultative and trusted relationships with customers by leveraging Vyne’s product offerings and RCM best practices while guiding them to increased utilization and expansion of Vyne’s products
- Proactively analyze leading churn indicators and ensure tech and high-touch activities are deployed at the right time during the customer journey to increase utilization and reduce attrition
- Identify upsell opportunities by discovering customer’s current needs and processes to drive customer expansion while increasing Monthly Recurring Revenue (MRR)
- Build and expand customer relationships while increasing customer referenceability through positive reviews, case studies, testimonials, etc.
- Elicit customer feedback and document details and examples of the voice of the customer to be shared with leadership
- Drive and demonstrate the value a customer is receiving in quarterly business reviews
- Proactively pursue opportunities to expand use cases and deliver additional value to grow the assigned book of business
- Communicate with customers to meet short and long-term needs while assessing customer satisfaction and escalate any areas of concern to the appropriate teams
- Document client activity in Vyne’s CRM.
- Track and optimize customer retention metrics, including retention, utilization, cSat, NPS, etc.
- Other duties as assigned
PHYSICAL DEMAND:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
SECURITY ROLE / RESPONSIBILITY:
- Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
- Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
- Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
- Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.
