Customer Success Manager

Quva is a company that provides industry-leading health-system pharmacy services and solutions. The Customer Success Manager will be responsible for onboarding, training, and managing health system customers to ensure their successful adoption of SaaS solutions and secure contract renewals.

Responsibilities

• Acts as our customers’ main point of contact; take responsibility for onboarding, training and relationship management
• Consults and collaborates with customers, at all organization levels from C-level to end users, to ensure they are fully recognizing value from our products and services
• Gathers information about customers’ unmet needs and communicates this information within the CS team and other departments
• Provides effective training and consultative working sessions; both remote and on-site
• Is available to customers as the Subject Matter Expert on all products
• Works collaboratively within the Customer Success team and with other departments to resolve any customer problems and enhance the customer experience
• Tracks and documents how customers are using products to impact key hospital metrics (revenue/reimbursement, cost control, core clinical measures, quality outcomes, etc.)
• Secures the renewal of customers’ SaaS subscriptions and the expansion to additional products and services
• Collaborates and innovates within the Customer Success team to improve our processes
• Participates in support coverage rotation

Skills

• Bachelor's Degree
• 1+ year experience in Customer success, account management or software training
• 1+ year experience in Hospital setting specifically in pharmacy, informatics or nursing OR experience with Epic implementations
• Excellent communication skills across all levels; from executives to end users
• Excellent organizational skills and ability to strategically manage multiple customers concurrently
• Strong training and presentation skills
• Strong analytical, problem solving and troubleshooting skills
• Travel up to but not limited to 10%
• Must be currently authorized to work in the United States on a full-time basis; Quva is not able to sponsor applicants for work visas
• Has a sense of urgency, accountability, and resourcefulness (e.g., work in changing environment)
• Is a self-starter and independent learner
• Promotes active listening with team members; Contributes appropriately to conversations; Has strong verbal and written communication skills with the ability to work effectively with other departments within the organization and with people at all levels of the organization
• Understands how various issues affect each other and the outcome of projects; Improves upon existing approaches by seeking opportunities to creatively transform

Benefits

• Comprehensive health and wellness benefits including medical, dental and vision
• 401k retirement program with company match
• 17 paid days off plus 8 paid holidays per year
• This role is also eligible for an annual incentive bonus, subject to program terms and guidelines

Company Overview