Job Description
Customer Success Manager – Customer Care Center (EXA Enterprise Platform)
Position Overview
The KMHA HCIT Customer Care Center team is dedicated to exceeding customer expectations and realizing our vision of being a premier provider of customer service. Through listening, continuous improvement, and acting on what matters most to our customers, we bring this vision to life.
The Customer Success Manager (CSM) plays a key role in developing and supporting a new Customer Care Quality Framework, with a focus on the EXA Enterprise Platform. This individual will manage all Hot Site Escalations and Post-Go-Live Hyper Support sites, ensuring total customer satisfaction while fostering strong service delivery, long-term relationships, and measurable customer success outcomes.
This role is a dual functional position with primary function as management of Key performance indicators that measures customer satisfaction and ensures customer retention and loyalty/win backs. Secondary function is escalation management to instill client confidence and enable technical resources to resolve issues, quickly.
- Key Responsibilities
- Maintain strategic relationships with assigned customer accounts, including executive stakeholders, to identify and address goals, needs, and issues.
- Educate customers on products and services, drive adoption and utilization, achieve retention goals, and foster expansion opportunities.
- Partner with Sales to ensure retention and expansion of assigned accounts.
- Develop a deep understanding of Konica Minolta Healthcare IT solutions and assigned customers’ business models and workflows; use this insight to develop and execute a comprehensive Customer Success Plan.
- Apply defined prescriptive engagement events to facilitate and monitor customer success.
- Capture and monitor customer business drivers to ensure optimal solution configuration aligned to defined goals.
- Provide proactive, consistent communication through regularly scheduled meetings to track progress and communicate updates.
- Plan and conduct Strategic Business Reviews (SBRs) with assigned customers.
- Manage escalated issues by coordinating cross-functionally to ensure timely resolution in alignment with SLA requirements and customer expectations.
- Leverage Professional Services and Engineering teams to ensure successful outcomes.
- Serve as the subject matter expert (SME) for assigned customers, including monitoring license agreements and SLAs for compliance.
- Participate in leadership meetings to report on KPIs, escalations, progress, and risk mitigation strategies.
- Drive advocacy, reference-ability, and cross–business unit growth initiatives within the existing customer base.
- Bachelor’s Degree in a related field preferred.
- Minimum three (3) years of escalation management experience, including direct communication and engagement with senior-level leadership and C-Suite stakeholders.
- Minimum five (5) years of Healthcare IT experience.
- Strong technical understanding of RIS/PACS workflows and Healthcare IT environments.
- Ability to read and interpret highly technical repair documentation and system manuals.
- Technical & Professional Skills
- Working knowledge of PACS/RIS workflows, DICOM, HL7, and other healthcare interoperability standards.
- Working knowledge of networking and data storage technologies.
- Executive-level communication and presentation skills.
- Salesforce experience or similar CRM platform.
- Strong analytical skills with experience managing KPIs tied to customer satisfaction and retention.
- Strong technical understanding of RIS/PACS workflows and Healthcare IT environments.
- Ability to read and interpret highly technical repair documentation and system manuals.
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