Skip to content
Customer Success Manager
| Company | Royal Ambulance |
|---|
| Location | San Leandro, CA, USA |
|---|
| Salary | $90 – $105 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Mid Level |
|---|
Requirements
- 2-3 Years of customer success, account management, relationship management experience is required
- 3-5 Years of experience working within or partnering with hospital & health systems
- Willingness to travel to San Francisco Bay Area customer sites weekly
- Comply with HIPAA patient privacy regulations and maintain Royal and customers’ confidentiality
- Strong value alignment with Royal’s culture, with the ability to consistently demonstrate being driven, empathetic, engaging, and adaptable.
- Track record of effectively balancing competing demands, responding to interruptions, and adjusting to evolving priorities.
- Recognized for developing and sustaining effective working relationships with customers and colleagues
- Proven track record of identifying and resolving customer issues efficiently and effectively, often working cross functionally to coordinate internal resources and drive results
- Excellent written and verbal communication, including active listening and presentation skills
- Professional demeanor, courteous and polite, both in-person and over the phone
- Must be organized, detail-oriented, focused and work well independently, as well as within a team
Responsibilities
- Establish and nurture trusted relationships that enable customer retention, growth, and shared success.
- Engage all stakeholders from front-line teams to C-level executives in understanding and maximizing the value of Royal solutions.
- Create and conduct end-user trainings, business reviews, and other customer-facing presentations and engagement activities
- Grow and retain customers by understanding customer needs and proactively driving value.
- Work with customers to understand strategic objectives, opportunities to co-design innovative solutions, and workflow and process breakdowns.
- Lead process improvement efforts in partnership with customers that deliver measurable improvement in indicators such as length of stay, readmissions, clinic no shows, ED diversions, and other healthcare quality measures.
- Leverage data and analytics to provide customer insight and discover opportunities for process improvement and strategic projects.
- Collaborate with internal departments (Ops, Finance, Clinical, Dispatch, etc.) to advocate for customer needs, resolve customer challenges and deliver seamless execution.
- Help define and scale Customer Success playbooks, templates, and engagement models.
- Other duties as assigned.
Preferred Qualifications
- 3-5 Years project management experience, including cross-functional project management and Lean process improvement experience preferred
