Job Title: Customer Success - Account Manager

Reports to: Director of Operations

Start Date: ASAP

Location: Remote

www.FSIservices.com

Who we are:

At FSI, you’ll join a team of passionate professionals dedicated to empowering efficient and safe hospital operations through technology. FSI supports over 400 million ft2 of hospital space every year to run transformative, intelligent hospital maintenance operations. FSI is the most comprehensive computerized maintenance management software (CMMS) provider for healthcare, and we’re proud to serve over 900 hospitals including some of the largest and most cutting-edge networks in the country like Yale New Haven Hospital, Atrium, SSM Health, UNC Health, and beyond. We work directly with our customers to build customized modern technology that fits their complex needs. In 2020, FSI received significant investments to grow and expand on the foundation established since the company began in 2002. We believe our most exciting chapter is just beginning, and we’re looking for talent that wants to make an impact. If you’re looking for a fast-paced, innovative community with a team focused on collaboration and empowerment through technology, we encourage you to get in touch.

Your role:

We are looking for a customer success representative to deeply understand our customers' needs, opportunities, and challenges and empower them to get the most out of our products and services. We are seeking a dynamic individual who has customer success experience in reducing churn, improving customer adoption, securing upsells, building lasting relationships, and turning customers into product promoters. You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues, and over time serve as a trusted advisor. You will partner closely with implementation, support, finance, product, and sales to deliver customers the best experience possible.

Your responsibilities:

• Build relationships with assigned customers, identify solutions to their challenges, and continually delight them with a positive, customer-centric attitude.
• Work with customers to ensure they are leveraging our technology and services effectively
• Become an expert in FSI’s feature set and educate customers on the use and benefits of our products
• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Maintain a revenue base by managing account retention, renewal, and upsell

What you’ll bring to the team:

• 3+ years of account management experience
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Outstanding multi-task task management skills across a varied set of responsibilities
• Passion for working with customers and a desire to deeply understand CMS benefits, use cases, and technical elements
• Experience with FSI product suite a plus
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
• Ability to build credibility and trust by understanding and addressing customer requirements
• Willing to travel periodically based on customer and business needs

We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.

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