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Job Description: SDR/Customer Success Manager

We are currently working with a US-based client that provides innovative software solutions designed to streamline Medicaid applications. Their mission is to simplify complex processes, making it easier for individuals and families to navigate healthcare coverage and access critical services. They are seeking a skilled and passionate Customer Success Manager/SDR to help ensure seamless customer experiences, foster long-term relationships, and contribute to the continued success of their clients using their platform.

As a part of this role, you will act as a bridge between the customer and the company, ensuring that all clients are fully onboarded, supported, and achieving success with the platform. Your expertise in customer success and sales will be key in driving customer satisfaction, retention, and fostering new opportunities.

Responsibilities

• Client Onboarding & Support: Guide clients through the onboarding process, ensuring they understand the software and feel confident in its use. Provide ongoing support, addressing concerns or challenges as they arise.
• Proactive Engagement: Conduct regular check-ins with clients to ensure their success, resolve any issues, and proactively address opportunities for improvement or optimization.
• Cold Calling & Lead Generation: Make inbound and outbound calls to potential clients, introducing them to the benefits of the software and generating new business opportunities.
• Relationship Building: Develop and nurture long-term relationships with clients to foster loyalty and satisfaction. Ensure clients feel valued and supported throughout their journey.
• Collaboration & Problem Solving: Work closely with internal teams to refine workflows and systems to optimize the client experience. Provide feedback on client needs, challenges, and areas for improvement.
• Reporting & Performance Tracking: Develop and maintain customer reports, tracking key performance metrics, usage data, and engagement levels to provide insights and ensure client satisfaction.
• Process Optimization: Contribute to the development of automation and other system improvements to enhance customer success processes, helping to scale support and deliver excellent service efficiently.
• Customer Retention & Revenue Growth: Support initiatives that increase customer retention, satisfaction, and revenue, ultimately contributing to the client’s business objectives.

Requirements & Qualifications

• 3+ years of experience in a client-facing role, with at least 1 year in customer success, account management, or sales .
• Proficiency in CRM software (preferably Zoho ) and task management tools such as Trello or Asana to manage client interactions and internal collaboration effectively.
• Strong communication skills , with experience speaking with professionals in various sectors, including healthcare, technology, or legal industries.
• Proven ability to handle cold calls and generate new business opportunities through outbound sales efforts.
• Exceptional organizational skills with the ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Strong problem-solving skills and the ability to adapt to evolving customer needs, offering tailored solutions to drive success.
• Growth mindset , with a willingness to receive feedback and continuously improve performance and skills.
• Basic knowledge of AI tools , as well as the ability to generate and analyze reports to help drive decisions and improve customer success strategies.

Preferred Skills

• Experience in B2 B customer success or Saa S environments.
• Familiarity with healthcare technology , specifically in Medicaid applications or similar software solutions .
• Basic understanding of SQL to assist with report generation and data analysis.
• Familiarity with automation tools that help streamline customer success processes and improve team efficiency.

In Return, We Offer

• Impactful Role: You will play a key role in driving customer satisfaction, building relationships, and helping our client expand their business by ensuring clients achieve success with their platform.
• Collaborative Culture: You will work with a dynamic, motivated, and collaborative team that values leadership, action, and continual improvement.
• Dynamic Work Environment: Work in a fast-paced, innovative environment where your contributions will directly influence the success of the customer experience and the company’s goals.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales and Business Development

Industries

Staffing and Recruiting