Main Responsibilities of a Customer Success Manager at Health Tech Social Services
Avery, a Customer Success Manager at a Health Tech Social Services Platform, focuses on ensuring customer satisfaction, effective product use, and demonstrable value, ultimately driving continued investment. This involves significant client-facing work, actively listening to concerns and feedback, then collaborating internally to address issues and celebrate successes, ensuring that "they love it so much that every year they continue to invest."
Customer Success, Client Communication, Problem-Solving, Relationship Management, Software Implementation
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Avery Tinsley
Customer Success Manager
Health Tech Social Services Platform
University of California, Los Angeles 2020
Johns Hopkins MSEd
Biology & Related Sciences
Technology
Sales and Client Management
Took Out Loans, Worked 20+ Hours in School
Video Highlights
1. Avery's role focuses on customer satisfaction, effective product usage, and demonstrating the value of the services provided.
2. A key responsibility is ensuring customer retention by fostering a positive user experience and highlighting the product's impact.
3. Avery's work involves extensive client interaction, actively listening to customer feedback, and collaborating with internal teams to address concerns and implement improvements.
Transcript
What are your main responsibilities within your current role?
As a customer success manager, my job is to make sure that my customers are happy and that they are using our products effectively. I also ensure the services we provide via software are of value to them.
From there, as I work within those three areas, another goal is to make sure they keep buying from us. We do not have a consumable product, meaning it's not something they need more of once they run out.
It's something that once they use it, they either like it or they don't. My job is to make sure they love it so much that every year they continue to invest in our product. I want them to keep using it and scale the impact our product has within their organizations.
I work with the Department of Health and different health systems. This entails a lot of meetings and client-facing work where I'm primarily listening to their concerns. I listen to what they wish were different about our products and learn what's working well.
My job is to take all that information back to my company, to the different teams, to ensure those concerns or wins are heard. Then, I come back to my customers to let them know they've been heard and that work is being done to address their concerns.