Customer Success Manager (Midwest Region)

Olive

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/18/2021
  • Website: oliveai.com
  • Company Address: 99 East Main Street, Columbus, OH, 43215

About Olive

Olive builds artificial intelligence and RPA solutions that empower healthcare organizations to improve efficiency and patient care while reducing costly administrative errors.

Job Description

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 People feel lost in the system today and healthcare employees are essentially working in the dark due to outdated technology that creates a lack of shared knowledge and siloed data.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.

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.

Job Overview:

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.)
Understand the work that Olive is doing, and the business impact it has, to provide effective support
Proactively monitor Olive’s work to identify and mitigate any potential issues
Work with Olive account team, engineering teams, customer teams and others, to resolve issues as they occur
Communicate proactively with the customer around successes and failures
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 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
Set customer expectations on Olive interactions and live support
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
Perform other general non-sales account management activities as needed

Requirements

3-5 years of professional experience as a customer success or account management resource with account ownership responsibilities
Bachelor’s Degree in Business, Marketing, Communications, or related field preferred
Experience working with customers in highly complex and dynamic environments. Working with complex technical products preferred
Excellent project management and organizational skills including the ability to prioritize and complete multiple assignments simultaneously
Comfortable navigating cross functional teams of internal and external stakeholders to resolve problems
Experience leveraging data and analytics to understand customer performance and to drive interventions and outcomes using data and insights
Strong analytical skills with an ability to creatively solve problems in a fast-paced startup environment
Self-starter with the ability to appropriately prioritize and strategize effectively in a rapidly changing environment
Strong communication skills, primarily written communication skills and presentation skills
Highly responsive and detail oriented
Customer facing mindset, professionalism and experience required
Travel may be required up to 50% of the time to visit customers in region (midwest territory)
Experience with email management software, office and google products, analytical tools, etc.

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned.This job description does not constitute a contract of employment and Olive AI, Inc. may exercise its employment-at-will rights at any time.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.