Customer Success Implementation Manager
About Our Organization
At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing. Our success is measured when we can empower all of healthcare to focus more on improving the health of people.
That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.
That’s where you come in!
Who We’re Looking For
For the position, we’re looking for a Customer Success Implementation Manager for the successful onboarding of Kalderos customers. Across all roles, we look for future team members who will live our values of Collaboration, Inspired, Steadfast, Courageous, and Excellence.
We’re a team of people striving for the best, so naturally, we want to hire the best! We know that job postings can be intimidating and don’t expect any candidate to check off every box we have listed (though if you can, AWESOME!). We encourage you to apply if your experience matches about 70% of this posting.
- Influence cross-functionally with our Customer Success, Sales, Product, Engineering, Marketing, and Data Management teams to improve the customer onboarding experience and achieve revenue/customer activation targets.
- Strategize with leadership across the Sales organization to devise and execute the overall strategy for onboarding our customer base.
- Develop and speak to models that evaluate the economic and strategic costs and benefits of various onboarding programs and experiments.
- Use data-driven decision-making and sound business judgment to run tests on new onboarding initiatives that allow us to more effectively drive the early success of our customers.
General Experience Guidelines
We know your experience extends beyond what you have on paper. The following is a guideline of general experience we’re looking for in this role:
- 5+ years of experience in customer Onboarding / Implementation / Customer Success
- Proven track record of managing complex and demanding customer implementations.
- High EQ and natural interpersonal skills.
- Proven track record of leading initiatives, working cross-functionally to achieve goals and succeeding in a team environment.
- Strong project management skills and ability to run multiple projects simultaneously
- Ability or previous experience managing technical integration discussions with the customer
- Manage the end-to-end customer management process providing a positive and professional onboarding experience for customers and ensuring that appropriate arrangements are in place for delivering a seamless customer experience
- Provide a positive and professional onboarding experience for all new customers
- Put highly complex and/or technical information into simple terms so that stakeholders can easily understand it
- Help to understand customer’s needs in order to improve our processes for existing customers
- Understand and describe which products and channels relate to specific customers
- Continuously look for innovative ways to improve business outcomes and add value to customers/stakeholders/colleagues and evaluate customer information to identify and achieve ways to differentiate and improve customer service
Set Yourself Apart
Share something that they can do to set themselves apart. A creative entry into the cover letter, and/or weird specifics that’ll make working with them easier i.e. familiarity with certain programs.
- High-growth or early-stage startup experience is a plus.
- Act as an ambassador for the team and contribute fully to its development, effectiveness, and success.
- Demonstrate stakeholder management skills and ability to work “in the gray” for an extended period of time.
- Proven experience managing difficult conversations with both internal and external stakeholders.
Highlighted Company Perks and Benefits
- Continuous growth and development: Annual continuing education stipend supporting all employees on their ongoing knowledge journey.
- Celebrating employee milestones: bi-annual stipend for all full-time employees to help you celebrate your exciting accomplishments throughout the year.
- Work From Home Reimbursement: quarterly funds provided through the pandemic to help ensure all employees have what they need to be productive and effective while working from home.
- A fair PTO system that allows for a healthy work-life balance. There’s no maximum, but there is a minimum; we want you to take breaks for yourself.
- 401K plan with a company match.
- Choose your own Technology: We’ll pay for your work computer.
What It’s Like Working Here
- We thrive on collaboration because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
- We empower each other: from our DEI Council to affinity groups for underrepresented populations we believe in ensuring all voices are heard.
- We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture.
- We’re curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.
Kalderos is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
Due to the circumstances of the COVID-19 pandemic, Kalderos has decided to protect our current and future employees by shifting to an entirely remote workforce. We will continue to operate, interview, onboard, and work remotely. Please be aware that some of our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities and the CDC