GlobeStar Systems is a leader in integrated clinical communication. Our cornerstone product, Connexall®, is an award-winning Enterprise grade IoT platform, purpose built for the healthcare industry. Connexall® is a sophisticated and customizable end-to-end integration and communication platform that helps its customers improve clinical workflow, reduce alarm fatigue, and drive better patient and staff outcomes.
Job Title:Manager of Customer Success
Type: Full-Time, Permanent
Start Date: Immediately
Location:USA (Remote)
Job Description
Reporting to the SVP of Solutions Delivery and Customer Experience, the Manager of Customer Success is a responsible and detailed oriented person, who will ensure customers have an excellent communication bridge across the organization. The successful candidate will lead a team that coordinates both customer success calls and/or onsite visits to provide exceptional customer experience. The Manager of Customer Success will partner with the Finance department to support the maintenance renewal process and ensure completed maintenance coverage documents are received from customers in a timely manner. In addition, this role ensures outstanding technical support tickets are managed efficiently and verifies the operational success of the Connexall software through ongoing technical and clinical discussions with customers.
The Manager of Customer Success will be a strong leader in customer service, account management, and continuous improvement ensuring that all customer related calls and engagements are executed with a superior customer service standard of quality and service. They will also support the Sales and Marketing team’s activities through customer engagement and leverage expertise from Technical Support and Solutions Delivery Engineers when required.
Primary Responsibilities
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ISO/Performance Indicators on Customer Success/Maintenance Renewal processes
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Monitor feedback from surveys and coordinate if any action is needed
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Assist in monitoring that Operational Procedures and Work Instructions are being followed for the following processes, including but not limited to:
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Report any non-conformities and assist with corrective actions as needed
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Ensure Post Project Surveys are being sent out in a timely manner and follow ups are made
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Investigate low survey rates with Connexall resources and/ or customers with the purpose of addressing the results and provide solutions to correct issues and recommendations on how to prevent similar situations
Assist with Customer Service Annual Survey – follow ups and actions needed
Assist with maintaining customer service documentation updated on the Customer Portal
Monitor Customer Service Tickets status and follow up to ensure customer issues are resolved
Manage issues internally and externally, including enabling improved communications, processes, and timely resolution across teams
Develop and implement strategies to increase membership to Customer Success Program and reduce customer attrition
Coordinate external and internal communications related to the program, ensuring alignment with the overall Connexall communication strategy
Ensure the Customer Success Program experience aligns with Connexall business and corporate strategy
Develop recommendations to continuously improve the Customer Success Program
Work to improve existing ISO processes in order to maximize operational efficiency and deliver a higher level of quality control within the department
Build and maintain excellent working relationships with customers
Monitor maintenance renewal process
Human resources duties include but not limited to; regular one-on-one meetings with team members, employee development and training, lead customer success department recruitment, performance management, etc. with the support of HR as applicable.
Other duties as required
Qualifications
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A Bachelor’s degree in Communication, Information Technology, Public Relations or related field of activity or equivalent experience
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Experience or specific training in administrative work
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Highly detail‑oriented professional with excellent problem‑solving and organizational skills
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3+ years of experience working within a hospital, and hospital IT background experience
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Experienced Healthcare Technology professional who is customer service oriented
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Good capacity of time management, responsibility, and autonomy
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Excellent interpersonal skills, communication skills, and presentation skills with the ability to speak with individuals at all levels of an organization and externally
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Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Visio
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Flexibility in adapting to a rapidly changing, energetic environment
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Requires innovative thinking, database experience, analytical aptitude, and business acumen skills
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Experience working in a fast-paced environment
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Passion for providing exceptional customer service
Benefits
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Competitive annual salary
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Medical, dental, life, and disability insurance
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Retirement Savings Plan with employer contributions
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Paid Time Off (PTO) and company-paid holidays
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Professional Development & Training Opportunities
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Education Reimbursement Program
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Flexible Work Arrangements (Hybrid/Remote options where applicable)
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Collaborative & Inclusive Work Environment
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