Client Success Manager

Research shows that women and underrepresented groups only apply to jobs only if they think they meet 100% of the qualifications on a job description. IMO is committed to considering all candidates even if you don’t think you meet 100% of the qualifications listed. We look forward to receiving your application!

Work that is meaningful. A job that has impact. Colleagues that inspire. That’s what you’ll find at Intelligent Medical Objects (IMO), a growing health IT company creating clinical terminology and insights solutions that are used by more than 740,000 US physicians and 4,500 US hospitals to power better patient care and support meaningful analytics. 

For all IMO positions, if you live in the Greater Chicagoland Area, Houston, TX, or Roseville, CA, you’ll be expected to work from any IMO office 2 days per week. 

The Client Success Manager (CSM)will understand and deliver on our clients' expectations and requirements to support the long-term success of IMO’s client journey. You will serve as the key point of contact for our customers and contribute to revenue growth through closely fostered relationships and understanding their business needs. Success in these areas will drive client retention, market share, and profitability.

This position is highly collaborative in nature and focuses on the ability to establish cooperative and positive working relationships across our Field Sales, Client Services, and Product Teams to achieve the highest levels of customer satisfaction. 

Impact You'll Make:

• Customer retention: ensuring that customers remain satisfied and find value from IMO solutions 
• Product adoption & usage: providing training, resources, and guidance on best practices to increase customer satisfaction and loyalty 
• Revenue growth: identifying opportunities to upsell or cross-sell additional products that align with the client’s needs and goals

What You'll Learn:

• Advanced critical thinking skills: resulting in optimal client satisfaction and retention 
• Analytics expertise: establishing new methods of measuring successful product utilization and ROI
• Technical product knowledge: working with some of the best clinical, technical, and sales teams in the SaaS industry

What You'll Do:

• Serve as a trusted, strategic advisor to our customers and act as an advocate for our customers’ needs
• Partner with assigned Client/Sales Executives to drive growth and client satisfaction
• Provide direction to internal teams as it relates to client questions or concerns
• Partner with various internal teams to emphasize the Voice of the Customer 
• Coordinate and lead client meetings with thoughtful preparation
• Participate in client quarterly and annual business reviews
• Collaborate closely with customers to identify and execute opportunities to build more into the lifecycle adoption process through cross-selling and upselling opportunities
• Analyze metrics to determine trends and present findings to clients, suggest methods of process improvement and product utilization to drive improved measurable outcomes
• Resolve open case tickets in an appropriate and timely manner
• Assist in the creation of case studies by identifying unique use cases for clients and various products
• Partner with clients to serve as industry references to support the sales cycle by showcasing success stories and fostering advocacy within the customer base

What You'll Need:

• 3+ years of experience as a Client Success Manager within a healthcare technology environment
• Demonstrated passion and talent for creating exceptional customer experiences
• Excellent verbal and written communication skills, including polished remote and in-person meetings with executive-level audiences
• Ability to be flexible, work independently, and is entrepreneurial by nature
• Uses critical thinking skills to resolve customer challenges
• Proficiency with Salesforce CRM and MS Office Suite

#LI-LF1 #LI-Remote

At IMO, we celebrate diversity and are committed to creating an inclusive environment for all employees. IMO is proud to be an equal opportunity workplace and is an affirmative action employer. 

IMO also provides visa sponsorship opportunities. Please don't hesitate to apply if you meet all the qualifications for this position and require visa sponsorship.