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Regional Customer Success Manager, Central US

NowPow

This is a Full-time position in Chicago, IL posted June 9, 2021.

Regional Customer Success Manager, Central US

NowPow is looking for an experienced, client-focused Regional Customer Success Manager to join our Customer Success team in the US Central Region.

As Regional Manager, you will be responsible for managing the strategy and planning of customer success activities and relationship management for our strategic partners in the Central US Region.

Reporting to the Head of Customer Success & Community Engagement, the Regional Manager will lead a team that partners with our clients to drive adoption and outcomes leading to renewals, expansions, advocacy, and delivery of exceptional service across NowPow’s regional portfolio.

This position is a people management role where you are comfortable being a player and coach.

Key Responsibilities:
Direct and oversee the customer relationships for accounts in NowPow’s Central US region to deliver exceptional service and exceed customer expectations Motivate, inspire, and manage a team of customer success managers to achieve goals that contribute to the growth of the company Build, develop and own process improvements and customer success standard operating procedures Set and manage team objectives and priorities to ensure customer adoption, customer retention, and customer satisfaction metrics are achieved Own conversion targets, renewals, and strategic plans to achieve Net Revenue Retention goals Track trends in client satisfaction metrics to drive and maintain high levels of satisfaction and user adoption of NowPow’s tools and services to retain clients and mitigate churn Lead and facilitate the customer success processes, working across internal departments to prioritize customer needs and issues, communicate timelines and resolutions/outcomes to customers Drive the development of a reporting/meetings framework and tracking of results Work closely with NowPow’s Regional Community Engagement Manager and Community Engagement team to support a robust and active network of referral partners (within Community Based Organizations/CBO’s) to support large customer anchor accounts Serve as a point of escalation for client issues and manage to resolution Manage and lead user training and support through workflow pilots and rollouts
Requirements:
7-10 years of customer success, account management, customer service, or related experience with a minimum of 3 years in healthcare Experience managing complex projects with high-level stakeholders 5+ years in a customer-facing role (Account Management/Sales), preferably for enterprise software, service, or Software as a Service (SaaS) company Proven experience building relationships with external partners and stakeholders Demonstrated experience managing a team This position must report into the NowPow Chicago office with some structured WFH opportunities
Recommended:
Advanced degree in social work, social science, urban planning, public health, public policy Exceptional interpersonal and written communication skills Exceptional strategic planning skills with demonstrated ability to execute against strategy Outstanding attention to detail, organization, decision making, and analytical skills Self-starter, innovator, results-driven with the ability to meet both short
– and long-term business goals Ability to manage time well, meet imposed deadlines, and ability to work flexible hours Proven problem-solving skills
Why NowPow?

We work at NowPow because we care!

NowPowers are passionate about our mission and are excited about the opportunities and challenges we face.

At NowPow, we cultivate a culture of collaboration and respect, where everyone is a valued team member.

Our people and our culture are important to us and make working at NowPow special.

We invest in the self-care of our team and provide competitive benefits to support this.

We celebrate our successes every week with a company-wide happy hour on Fridays and recognize those who went above and beyond in their work.

Outside of work, we have fun through company events such as laser tag, ice skating, and heading to the ballpark for beautiful weather and a baseball game – and look forward to being able to do so again!

We are looking for highly motivated and hard-working individuals to join our team and help us connect health care to self-care.

Please apply now to join our growing team!

NowPow is an Equal Opportunity Employer.

NowPow evaluates applicants for employment on the basis of qualifications, merit, and work-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by applicable federal, state or local laws.

Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities, and general treatment during employment.

Do you have 7+ years of customer success, account management experience, or customer service?

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All persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
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This position is only remote during COVID-19 safety measures.

Are you aware that this role is located in Hyde Park in Chicago, IL, and that the role is expected to be in the office part of the week after we return to the office?

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