GlobeStar Systems is a leader in integrated clinical communication. Our cornerstone product, Connexall®, is an award-winning Enterprise grade IoT platform, purpose built for the healthcare industry. Connexall® is a sophisticated and customizable end-to-end integration and communication platform that helps its customers improve clinical workflow, reduce alarm fatigue, and drive better patient and staff outcomes.
Job Title: Manager of Customer Success
Type: Full Time
Location: US Remote
Job Description
Reporting to the SVP of Solutions Delivery and Customer Experience, the Manager of Customer Success is a responsible and detailed oriented person, who will ensure customers have an excellent communication bridge across the organization. The successful candidate will lead a team that coordinates both customer success calls and/or onsite visits to provide exceptional customer experience. This role will ensure that maintenance coverage renewals are prepared and sent out to customers in a timely manner, any outstanding technical support tickets are managed efficiently, and that the operational success of the Connexall software is verified through customer technical and clinical discussions.
The Manager of Customer Success will be a strong leader in customer service, account management, and continuous improvement ensuring that all customer related calls and engagements are executed with a superior customer service standard of quality and service. They will also support the Sales and Marketing team’s activities through customer engagement and leverage expertise from Technical Support and Solutions Delivery Engineers when required.
Primary Responsibilities
ISO/Performance Indicators on Loyalty/Maintenance Renewal processes
Monitor feedback from surveys and coordinate if any action is needed
Assist in monitoring that Operational Procedures and Work Instructions are being followed for the following processes, including but not limited to:
Report any non-conformities and assist with corrective actions as needed
Ensure Post Project Surveys are being sent out in a timely manner and follow ups are made
Investigate low survey rates with Connexall resources and/ or customers with the purpose of addressing the results and provide solutions to correct issues and recommendations on how to prevent similar situations
Assist with Customer Service Annual Survey – follow ups and actions needed
Assist with maintaining customer service documentation updated on the Customer Portal
Monitor Customer Service Tickets status and follow up to ensure customer issues are resolved
Manage issues internally and externally, including enabling improved communications, processes, and timely resolution across teams
Develop and implement strategies to increase membership to Customer Success Program and reduce customer attrition
Coordinate external and internal communications related to the program, ensuring alignment with the overall Connexall communication strategy
Ensure the Customer Success Program experience aligns with Connexall business and corporate strategy
Develop recommendations to continuously improve the Loyalty Program
Work to improve existing ISO processes in order to maximize operational efficiency and deliver a higher level of quality control within the department
Build and maintain excellent working relationships with customers
Monitor maintenance renewal process
Monitor ALL platform regarding Maintenance opportunities and closed deals
Monitor follow up process
Human resources duties include but not limited to; regular one -to -one meetings with team members, employee development and training, lead customer success department recruitment, performance management, etc. with the support of HR as applicable.
Other duties as required.
Qualifications
A Bachelor’s degree in Communication, Information Technology, Public Relations or related field of activity or equivalent experience
Minimum 5+ years of experience in IT hospital integration, with a strong focus on healthcare technology systems and clinical application support
2–3+ years of proven experience leading and managing technical teams.
PMP Certification is considered an asset but not required.
Experience with hospital systems (e.g., EHR, patient monitoring, nurse call, RTLS, and integration projects) are considered assets but not required.
Experience or specific training in administrative work
Highly detail oriented professional with excellent problem solving and organizational skills
Customer service oriented
Good capacity of time management, responsibility, and autonomy
Excellent interpersonal skills, communication skills, and presentation skills with the ability to speak with individuals at all levels of an organization and externally
Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, and Visio
Flexibility in adapting to a rapidly changing, energetic environment.
Requires innovative thinking, database experience, analytical aptitude, and business acumen skills
Experience working in a fast-paced environment
Passion for providing exceptional customer service
Travelling (30%)
Benefits:
Competitive annual salary
A rich benefits package, including medical, dental, life, and disability insurance
Retirement Savings Plan with employer contributions
Paid Time Off (PTO) and company paid holidays
Professional Development & Training Opportunities
Education Reimbursement Program
Flexible Work Arrangements (Hybrid/Remote options where applicable)
Collaborative & Inclusive Work Environment
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Hospitals and Health Care
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