Customer Success Manager

Posted 2 days ago
Main Location
Columbus, OH, United States
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Olive’s AI workforce is built to fix our broken healthcare system by addressing healthcare’s most burdensome issues -- delivering hospitals and health systems increased revenue, reduced costs, and increased capacity. People feel lost in the system today and healthcare employees are essentially working in the dark due to outdated technology that creates a lack of shared knowledge and siloed data. Olive is designed to drive connections, shining a new light on the broken healthcare processes that stand between providers and patient care. She uses AI to reveal life-changing insights that make healthcare more efficient, affordable and effective. Olive’s vision is to unleash a trillion dollars of hidden potential within healthcare by connecting its disconnected systems. Olive is improving healthcare operations today, so everyone can benefit from a healthier industry tomorrow.

Job Overview:

Omega is Olive’s digital workforce operations center dedicated to ensuring that Olive keeps her promise, by providing support, analysis, communications, and continual improvements to all live customer bots.

The Customer Success Manager at Olive is part of Omega’s rapidly growing Customer Success team and will work to ensure that Olive is performing at her best every day. The Customer Success Manager will help drive initiatives and communications that support and advance Olive’s promise. This role will work with the Olive account team, internal engineering and analytics teams, and the customer themselves to help resolve and respond to issues, proactively communicate successes and failures with the customers, and provide general customer success support to ensure Olive adds expected value to the customer’s business.

Essentials Duties & Responsibilities:

  • Serve as the “voice of Olive” to the customer for any manual communications or responses that must be sent to the customer on behalf of Olive. (Olive is an intelligent Digital worker, she communicates with her peers and superiors via email just like any other worker.)
  • Work with the customer to manage changes to Olive (scope changes, upgrades, expansions, modifications, etc)
  • Provide customer with regular reporting and information that gives visibility into Olive’s performance
  • Understand the business impact that Olive’s work is having and provide insights and reports that measure or track the value that is being generated
  • Work with account teams during the testing process to introduce Olive to the customer and prepare the customer to interact with Olive
  • Perform strategy or quarterly business reviews with customers
  • Ensure customer receives communication on specific frequency from/to specified team members based on topic
  • Highlight areas and opportunities for Olive to expand her work or for the customer to expand their digital workforce
  • 3-5 years of professional experience in a customer success or account management role
  • Bachelor’s Degree in Business, Marketing, Communications, or equivalent professional experience
  • Experience working directly with customers in highly complex and dynamic environments
  • Excellent project management and organizational skills including the ability to prioritize and complete multiple assignments simultaneously
  • Experience with email management software, Microsoft and/or Google products
  • Experience leveraging data to understand customer performance and drive desired outcomes
  • Self-starter with the ability to appropriately prioritize and strategize effectively in a rapidly changing environment
  • Strong communication and presentation skills
  • Strong analytical skills with an ability to creatively solve problems in a fast-paced startup environment
  • Previous experience in a consulting role is preferred
  • In the future, travel may be required up to 10-20% to visit customers within assigned territory
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Customer Success Manager