Customer Success Manager

Job Locations US-GA-Lawrenceville
Job Post Information* : Posted Date 7 months ago(7/11/2017 3:54 PM)
# of Openings
Implementations/Project Management


Our mission is to be the world’s single, most- trusted source of truth regarding healthcare institutions, providers, pharmaceuticals and devices to improve outcomes through transparency and accountability.


We believe access to accurate, complete information is at the center of healthcare.  MedFax continually ingests data from more than 10,000 sources, creating the first truly validated, trustworthy, actionable tool for the healthcare industry to understand and leverage data in real-time. 


About this Opportunity

MedFax is an exciting company seeking an enthusiastic, results oriented Customer Success Manager to serve as the primary interface between the customer and the internal data, operations and technology teams.  The Customer Success Manager will be responsible for a portfolio of clients, implementations and client projects with a maniacal focus on customer delight, retention and loyalty.   


  • Delighting our customers with an outstanding implementation and ongoing service experience

    Working with the client and the MedFax team to develop implementation and delivery plans that are realistic, yet meet client requirements
  • Serve as the primary contact for assigned corporate clients throughout the implementation process, maintaining a client-focused, yet firm approach
  • Ensure day-to-day and new projects/initiatives are coordinated to deliver against agreed plans
  • Delighting customers by providing an above and beyond experience
  • Identify business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not reoccur; stays motivated despite difficult circumstances or setbacks
  • Must be able to clearly document business requirements and translate to solution design and implementation roadmap
  • Demonstrated ability to meet customer needs in a timely manner, building productive customer relationships and taking personal responsibility for customer satisfaction and loyalty
  • Clearly maintains a customer focus and is dedicated to meeting the expectations and requirements of both internal and external customers
  • Defines and create specific documented account strategies; evaluates key financial indicators to establish account strategies; leverages sales and service resources to meet basic customer needs; recognizes overlap between customer needs and external industry trends.
  • Developing highly effective, efficient and profitable accounts by being constantly tuned in to client needs and presenting new MedFax solutions at the appropriate time
  • Interfacing with and engaging sales when new opportunities arise for broadening the portfolio of products at accounts
  • Natural organizational skills allow you to handle pressure and volume with a positive attitude
  • Must be willing to travel up to 45%


  • Minimum of 3 years experience managing software and/or implementation projects with a high level of client interactions
  • Minimum of 3-5 years experience in an account management
  • Experience managing large B2B account
  • Excellent verbal and written communication, interpersonal and presentation skills
  • Experienced in training, presenting and coaching over the phone or via the web
  • Computer literate: proficiency with Microsoft Word, Excel, Power Point a must
  • Works with multiple cross-functional teams (internal and external) to ensure deliverables can be met
  • Communication and teamwork, with strong relationship management skills
  • Proven ability to function in a fast-paced, time sensitive environment
  • Proven ability to create and implement strategic plans
  • Proven ability to prioritize workload throughout multiple accounts
  • Must be driven to identify and meet customer needs and expectations
  • Ability to listen attentively, respond effectively and resolve client issues
  • Ability to project manage through planning and scheduling
  • Creativity and grit preferred

Education requirements


  • Bachelor's degree preferred. Significant work experience will be considered in lieu of a degree
  • Intetmeditate proficiency of SDLC disciplines and Agile methodology disciplines


This is a full-time position with competitive salary plus benefits.


MedFax provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.



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