Customer Success Manager

Lumenis GO, an innovative business program, is seeking a dedicated and dynamic Customer Success Manager to join our team. The ideal candidate is a relationship builder with a genuine passion for the success of their customers. The candidate should be a proactive problem solver with impressive communication and presentation skills.

Responsibilities

Manage Post-Sales Activity: Oversee all activities after registration, including successful onboarding to all services, implementation of tools provided, and address all customer needs.

Manage Multiple Customers: Handle multiple customers at different points in the account lifecycle and identify opportunities to develop new success-enabling materials and assets.

Onboard Customers: Take charge of onboarding selected customers and coordinating multi-vendor processes.

Monitor Service Usage: Keep track of how customers use the GO program and its services to identify satisfaction levels, trends, concerns, and areas for improvement.

Deliver Customer Coaching: Use phone/video calls to build strong relationships, gather feedback, and coach users on how to best use our program as well as improve their performance.

Implement Action Plans: Develop and execute plans to address negative trends and increase usage and renewal rates.

Create Support Materials: Develop user guides, best practice documents, and video collateral to support the adoption of the GO program.

Act as Customer Advocate: Represent the customer's voice internally and externally (with service providers part of the offering) and provide feedback on how to better serve our customers. Orchestrate All Backoffice Needs to ensure the offering is being provided to its fullest in a timely manner and with maximum satisfaction from the customer.

Track and Analyze Business Data: Monitor the effectiveness of the business and other relevant data.

Build Customer Relationships: Establish and maintain strong, long-lasting relationships with customers. Support clients to optimize and maximize their return on investment (ROI) from our offering.

Identify Opportunities and Challenges: Understand the customer's business opportunities and challenges to provide a better service.

Advise Business Owners: Consult with business owners throughout the process, assessing and implementing business practices and procedures. Regularly check in with customers and conduct strategic business reviews based on data gathered through the practice management software and/or accounting to align objectives and outcomes, providing actionable items to address. Consultancy may focus on the following areas:

Increase Retention and Growth: Work towards increasing customer retention and growth.

Maintain a deep understanding of the offering: speak with customers about the most relevant features/functionality for their specific business needs, adjusting and customizing within allowable boundaries.

Help build, create and 'Lumenize' best practices: create business guides, templates, procedures, documents that will serve the customers and will allow us to provide a unified customer experience and optimization.

Requirements:

• Previous experience in business consulting preferred.
• Strong research, data collection, and analytical skills.
• Ability to create structure in ambiguous situations.
• Knowledge of diverse business areas such as accounting, IT, HR, training, and marketing.
• Excellent communication, interpersonal, and presentation skills.
• Proficiency in Microsoft Office and familiarity with business management software (CRM, database, asset management).
• Strong skills in core Microsoft Office tools (PowerPoint, Excel, Word).
• Positive, polite, and friendly disposition with exceptional verbal communication skills.
• Track record of delivering value to complex customers.
• Strong empathy for customers and passion for revenue and growth.

The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.