Customer Operations Manager
5 days ago
New York
What You Will Accomplish You will be responsible for ensuring customers achieve ongoing value from Hexmodal’s smart compliance solutions. Your work will be instrumental to client satisfaction, and a job well done will directly impact our bottom line by boosting retention and driving new business through follow-on sales. This is a unique opportunity to solve a tangible, burning problem facing our clients using a solution they absolutely love. Even better, it’s a chance to take responsibility for a mission-critical segment of our business. What You Will Do • Client Maintenance: Build trusted relationships with Healthcare Facilities Managers and operational leaders utilizing the Hexmodal System to ensure long-term adoption and satisfaction. Monitor customer dashboards for accuracy, device status, and product recertifications. Provide recommendations to improve dashboard utilization and operational efficiency., • Compliance Assurance: Ensure customers stay compliant with regulatory requirements by reviewing system-generated compliance reports, alert activity, and inspection results. Notify customers of potential compliance risks and help guide corrective actions., • Customer Support: Provide clients with efficient, effective troubleshooting assistance by managing communication channels. Diagnosing and resolving hardware-related issues, escalating complex concerns to appropriate internal teams, and ensuring follow-up with clients to confirm resolution and satisfaction., • Customer Training: Deliver ongoing product training and refresher sessions to ensure customers fully utilize their dashboards, alerts, and compliance tools. Enhance training materials, best-practice guides, and workflow recommendations to drive user engagement. Identify knowledge gaps and proactively address them through targeted learning sessions., • Collaboration and Support: Work closely with the team to ensure a seamless transition post deployment. Provide customer insights to Product and Software to help shape roadmap decisions. How you will Succeed • Proactivity: Anticipate customer needs, surface risks early, and drive adoption initiatives., • Teamwork: Collaborate effectively with sales, implementation, and support teams to ensure customer goals are met., • Communication: Maintain clear, effective communication with all stakeholders, ensuring alignment and addressing issues promptly. What Specific Experience You Bring to the Team • 5+ years of Customer Success, or Client Services experience, preferably in a SaaS or healthcare environment., • Strong interpersonal and communication skills with a track record of successful client relationship management., • Experience with CRM tools, dashboards, and basic data analysis. What Additional Qualifications You Might Have • Experience in the healthcare industry, particularly in compliance-related roles., • Familiarity with IoT devices or monitoring systems., • Training or certifications in CSM methodologies or customer success tools