CX Manager – Health & Life Sciences

Job Description:

  • Serve as the primary technical point of contact for assigned accounts.
  • Support onboarding, product training, and enablement to ensure seamless deployment and product usage.
  • Translate business needs into technical solutions; drive use case road map and guide feature utilization.
  • Demonstrate product features and capabilities within the platform
  • Partner with customer to strategize on adoption and innovation roadmap
  • Collaborate with Professional Services, Product, Support, and Engineering teams to resolve issues and surface enhancements.
  • Understand and disseminate technical best practices to customers
  • Build and maintain strong relationships with key executive and operational stakeholders.
  • Facilitate business reviews to track ROI, performance against KPIs, and alignment with strategic goals.
  • Drive customer health and retention by identifying risks and delivering proactive success plans.
  • Partner with customers to develop change management strategies for successful adoption.
  • Manage customer risks and escalations
  • Analyze product usage data and customer insights to identify opportunities for greater impact.
  • Develop and share case studies highlighting customer success and measurable outcomes.
  • Partner closely with Account Executives, Sales Engineers, and Support to deliver a unified customer experience.
  • Provide feedback to product and engineering teams based on customer input and usage patterns.
  • Support renewal and expansion efforts by aligning product value with customer goals.

Requirements:

  • 5+ years of experience in Customer Success, Technical Account Management, Professional Services, or Solution Consulting in a SaaS or CCaaS/CPaaS environment.
  • Preferred experience in financial services, healthcare/lifesciences, retail and consumer products
  • Strong technical acumen with experience in APIs, CRM systems (e.g., Salesforce), and modern enterprise software preferred
  • Experience in software deployments and implementation methodologies such as agile and waterfall
  • Proven ability to align technology solutions to strategic business outcomes.
  • Comfortable engaging C-level executives and translating technical concepts to non-technical audiences.
  • Experience with customer journey mapping, stakeholder management, and success planning.
  • Skilled in interpreting analytics to drive adoption and mitigate churn.
  • Excellent written and verbal communication skills, with a consulting mindset.
  • Willingness to travel up to 20%.
  • Experience with contact center technology or customer experience platforms
  • Motivated to complete ongoing enablement pertaining to product innovation and new offerings

Benefits:

  • Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
  • 401(k) plan
  • uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
  • 14 paid holidays each year.
  • uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
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