Customer Success Manager Veterans Admin

This is a remote work from home position. Any location of residence within the USA will be considered.

Position Overview

• Impact - Accountable for the success of the VHA Resuscitation program, measured in terms of customer adoption and impact.
• Program Ownership – This accountability includes user specifications, program validation, product and process improvements, implementation and customer use.
• Business Results - Responsible for the development and achievement of the business objectives and results (adoption and retention) for the assigned Programs/Products.

Accountabilities

• Client Program Enhancement - Own and direct all program enhancement and improvement initiatives and activities
• Strategic Customer Success Management - Strategically identify and solve complex problems effectively, with an emphasis on developing proactive approaches utilizing internal and external support
• Program Analysis and Reporting - Use large data sets to develop insights about how to calculate and report program licenses usage, learner enrollment, and program support analytics. Support ad-hoc and contracted report requests from internal team and customer
• Customer Support and Experience Management - Manage call center operations. Direct activities of support team to ensure continuous alignment to stated business goals and objectives
• Program Management Client Liaison - Owns client meetings and work groups to support program initiatives and goals; identifies and asks for participation of corporate departments in strategic meetings as client needs dictate

Required Skills and Competencies

• Bachelor's Degree in Business or related field
• Minimum 7 years' experience in a dynamic customer service role Customer Success Manager or in a similar role , including at least 3 years direct supervisory experience
• Experience working with government accounts and contracts preferred
• Excellent listening, communication, and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the Executive level.
• General knowledge and experience with the SaaS/Enterprise Software Solutions, and the demonstrated ability to learn and understand enterprise software products and business solutions.