Level II Client Success Manager

Who We Are: CBORD and Transact have come together as industry leaders in integrated technology solutions, powering housing, access, foodservice, nutrition, eCommerce, card systems, and innovative payment, mobile credential, and commerce solutions. Our technology supports K-12 and higher education, healthcare, senior living, and business campuses, creating connected campus experiences that simplify operations and enhance lives. With a mobile-centric ecosystem and partnerships with over 1,750 institutions, we are dedicated to improving the student experience across all aspects of campus life.

We are currently searching for qualified candidates for Level II Client Success Manager. Please see the details for the position below.

Title: Level II Client Success Manager

Location: Remote within the US.

Job Description: Our Level II CSM manages a portfolio of middle market healthcare food service accounts, which typically present a balance of operational and strategic needs. These clients often require system optimization, operational efficiency, and reliable performance, while still offering opportunities to expand adoption across departments. The role focuses on building trusted relationships with key stakeholders, providing consultative guidance on best practices, and ensuring that client goals are met through consistent value deliver.

Key Attributes:

• The below attributes are the keys to a successful CSM at CBORD:
• Inquisitive / Mindfully Curious - You seek to understand what winning looks like for each client
• Ownership Mindset – you bring grit and growth mindset to your role
• Connector – you build trusting and lasting relationships with your clients, enabling your champions and influencing your executive decision makers.

Job Duties and Responsibilities:

Customer Onboarding

• Work with our Sales and Implementation team members to generate seamless handoffs between groups:
• Confirming and aligning business goals and expected outcomes
• Defining the strategy, key metrics and milestones via Client Success Plans
• Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success.
• Address any post-implementation changes uncovered through client consultation and discovery calls.

Driving Time to Value

• Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life.
• Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives
• Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals.

Optimization & Growth

• Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client.
• Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges.
• Consistently bring a strategic lens to educate our clients in 3 ways:
• Market Lens: educate your clients on what’s happening in the hospital industry and how it relates to them
• Business Lens: understand our clients’ strategic objectives and advise on what they should be thinking about next
• Product Lens: what tactics are they using to achieve those strategic objectives and how our solutions can help achieve them faster, more efficiently. Advise and educate through best practices and performance benchmarking.

Add’l Responsibilies, as needed

• Proactively address red-flag and re-engage customers through training, chairside and strategy sessions.
• Partner with Technical Support to communicate effectively with clients on outstanding issues
• Serve as Voice of the Customer to internal product development teams, and include customers in process through Idea submission, User Experience sessions, Beta participation and Customer Events involvement.
• Communicate with customers on system upgrades and new features that relate to their objectives.
• Provide deep CBORD knowledge that is communicated with accuracy and confidence internally and externally. Become an expert in recruitment technology and workflow to deliver consultative solutions to customers.
• Customer Base: Book of business includes a higher percentage of decentralized accounts, requiring more tactical approach.
• Relational: Frequently interacts with decision-makers at a senior level, focusing on aligning high-value accounts with organizational objectives.

Travel

• 15%-20% of key accounts.

Additional Requirements

• Bachelor’s degree from a 4-year accredited college or university.
• 4-6 years in Account Management and/or 5-8 years in Relationship Management, Customer Success or Strategist role, preferably at a software/HW/technology provider.
• Skilled at building lasting relationships with customers and providing superior value and follow up.
• Excellent presentation, written and oral communication skills.
• Adaptable to frequent change.
• Strong technical aptitude.
• Ability to learn quickly, multi-task, and handle complex matters with no supervision and with excellent communication
• Experience in hospital operations solutions is a HUGE plus
• Intermediate/advanced knowledge in Word, Excel, Power Point and Outlook.
• Working knowledge of SalesForce.com or similar CRM system.

Planning for the Future

• Employer paid Life Insurance / AD&D / Short-Term
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D 
• Access to FSA Plans & Commuter Benefit Plans 
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay.
• Both your contribution and the company contribution are immediately 100% vested.
• Access to the Roper Employee Stock Purchase Plan 
• Paid Parental Leave Program.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Your personal information will be handled in accordance with Illumia's Candidate Privacy Notice

Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.