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Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up \nBuilds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through our training, documentation, and marketing events \nSupport product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers \nExecute to successful completion of departmental KPI’s, metrics, etc \nQualifications of the Customer Success Manager\nBachelor’s degree in related area preferred (experience in lieu of degree) \n2 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communications; exposure to behavioral/mental health care strongly preferred \nExperience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts \nExperience in the behavioral health industry, preferred \nExperience working with CSM applications, preferred \nExperience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred \nDemonstrated leadership abilities and achievement orientation \nHighly self-motivated and directed \nSuperior attention to detail \nKnowledge, Skills, and Abilities of the Customer Success Manager\nPassion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative \nAbility to assess needs and produce solutions to target those needs \nSkills to effectively manage peers as part of a collaborative project \nInitiative, motivation, creativity, and ability to understand many areas of expertise \nAbility to communicate professionally with all levels of management and happy/unhappy customers \nExcellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing \nExtremely organized and skilled in project management (for the sake of action plan management) \nGroup presentation skills, preferred \nExcellent analytical and problem-solving skills with the ability to provide quick resolution to issues \nStrong presentation, verbal, and written communication skills \nAbility to take line-item action plans and turn them into strategic business reviews for executive briefings \nAble to work and communicate effectively with Customers’ technical and non-technical representatives, including C level contacts \nMicrosoft Office (with expertise in Excel) and familiarity with virtual meeting tools \nMust be able to travel 25% of the time \nQualifacts is an equal opportunity employer. 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