Experienced Customer Success Manager – RetinaOS Inventory Management System

Join arenaflex, a Fortune 10 company, and be part of shaping the future of health for patients, our communities, and our people. At arenaflex, we're committed to delivering insights, products, and services that make quality care more accessible and affordable. Our team is passionate about fostering a culture where you can grow, make an impact, and are empowered to bring new ideas. If you want to be part of tomorrow's health today, we want to hear from you.

About the Role:

As an Experienced Customer Success Manager for arenaflex's RetinaOS Inventory Management System, you will play a critical role in managing the technical aspects of our relationship with clients. You will be responsible for onboarding, training, account management, and proactive support for our clients, driving adoption and optimizing user experience. This individual will focus on client satisfaction and retention through utilization optimization and ongoing education.

Key Responsibilities:

* Develop strong relationships with clients and have a deep understanding of their business needs, challenges, and goals for our technology.

• Support new client implementations of RetinaOS, including requirements gathering, user training, initial inventory loads, go-lives, and post-implementation support.
• Collaborate with technical teams to ensure smooth and timely integration of technology to achieve Go Live target date.
• Employ decision-making to develop and communicate solutions without predetermined guidelines.
• Offer guidance related to hardware options best suited for practice needs and facilitating those requirements to appropriate vendors.
• Capture and share best practices for use of technology from clients.
• Proactively follow up with clients to ensure a positive experience post onboarding.
• Confirm adoption of RetinaOS, ensure alignment around goals and milestones, reset expectations where there is any confusion, and align with the client on their success plan to ensure adoption and maximize use of technology.
• Train new and existing clients on RetinaOS to ensure clients are getting the most value possible out of the technology.
• Demo new features to existing clients to ensure their awareness and use of the full platform.
• Analyze usage data to identify proactive opportunities to drive the adoption of technology and features.
• Maintain accurate and up-to-date records of member interactions and technical issues in CRM and ticketing systems, such as ZenDesk, HubSpot, and SalesForce.
• Utilize internal software platforms and resources to gather, analyze, and produce reportable metrics to clients recognizing ROI of technology.
• Perform other related duties as assigned.

Minimum Requirements:

* Degree or equivalent and typically requires 2+ years of relevant experience.

• Education: Bachelor's degree is preferred and/or equivalent combination of course work, certification, and/or experience in healthcare.

Critical Skills:

* Excellent communication and interpersonal skills with the ability to build strong relationships with clients and internal teams.

• General knowledge of healthcare is preferred and willingness to develop business acumen related to ophthalmology space, including knowledge of EMR and Practice Management systems.
• Ability to use discretion and independent judgment while dealing with ambiguous information.
• Strong phone/video/in-person presence.
• Proven ability to manage multiple clients and projects simultaneously and communicate progress in an organized fashion.
• Ability to effectively present information and respond to questions from healthcare clinics.
• Skilled in problem-solving, performing basic analysis, and thinking creatively to find solutions to technical problems.
• Travel up to 15% annually and occasionally work outside of standard hours to support clinic schedules and conferences.

Work Environment / Physical Requirements:

* This position works remotely from home and requires prolonged sitting in front of a computer.

• This role will require travel up to 15%.
• Ability to lift up to 25 pounds occasionally.
• Must be authorized to work in the US. Sponsorship is not available for this position.

Compensation and Benefits:

* We are proud to offer a competitive compensation package at arenaflex as part of our Total Rewards.

• This is determined by several factors, including performance, experience, and skills, equity, regular job market evaluations, and geographical markets.
• The pay range shown below is aligned with arenaflex's pay philosophy, and pay will always be compliant with any applicable regulations.
• In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
• For more information regarding benefits at arenaflex, please click here.

Our Base Pay Range for this position:

$63,400 - $105,600

arenaflex is an Equal Opportunity Employer:

arenaflex provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, or genetic information. For additional information on arenaflex's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at arenaflex!

If you're passionate about shaping the future of health and want to be part of a dynamic team, we encourage you to apply for this exciting opportunity. Don't miss the chance to make a meaningful impact and grow with us. Apply to this job Apply for this job