Senior Manager of Customer Success

| Greater NYC Area
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Amplicare is looking for an experienced, self-starter to lead the Customer Success department and own the customer retention metric. The Senior Manager of Customer Success is responsible for managing all aspects of client services for the business, from customer support to account management, for all customer segments (e.g. independent pharmacies and chain pharmacies), and for managing the Customer Success team. 

You have a deep passion for Customer Success and have a track record that shows your ability to move the needle in reducing churn, improving B2B SaaS platform customer engagement, and identifying account expansion opportunities. You have instituted the meticulous tracking of churn/retention rates, net promoter scores, customer effort scores, customer health scores, or similar metrics. Your strengths lie in hiring world-class team members, on-boarding, coaching, training, establishing quality customer communications (verbal and written) with consistency across team members, motivating, fostering an above-and-beyond team spirit, and retaining A+ team players. You have experience in organizing team members to service different types of customers well and profitably. You are strong in logic and are inquisitive and resourceful in uncovering customer behavior that are indicative of at-risk or expansion opportunities. You pride yourself as an extremely hard worker who leads from the front and by example, thinks innovatively to problem-solve and does what it takes to succeed. You are able to impart your energy and commitment to your team members. And, you embrace Amplicare’s mission to help patients by empowering healthcare providers such as pharmacists!


Responsibilities:
  • Maximize the value that our customers experience with Amplicare products by implementing and continuously improving the customer experience from on-boarding to renewal, including account management and customer service processes. 
  • Manage the “On-Demand Success” team, with the team mission to provide unparalleled customer service while handling all customer inbound inquiries and issues.
  • Manage the “Account Management” team, with the team mission to engage directly with customers and guide them towards their goals and desired outcomes.
  • Build and improve processes for a tech-touch model of account management for SMB accounts (independent pharmacies), to manage risk, and create interest in expanded use of the Amplicare platform.
  • Build and improve processes for a high-touch model of account management for enterprise/strategic accounts (chain pharmacies), with a focus on strategic relationship-building and revenue expansion.
  • Coach the team on product best practices and how to maximize value out of every customer interaction, including customer service touch-points and cancelation requests.
  • Coach the team on identifying and qualifying potential expansion opportunities to maximize revenue.
  • Stay up-to-date on new product developments and industry changes, and coach the team appropriately on how to incorporate these updates to improve their customer conversations. 
  • Work closely with the Product team to close the customer feedback loop. 
  • Hire, train, coach, manage and grow Customer Success team.

Credentials:
  • At least 5 years of experience managing a Customer Success team, preferably for a B2B SaaS company.
  • At least 3 years of people management experience for entry-level direct reports with a track record of hiring and training world-class Customer Success team members.
  • Extremely versatile and adaptable leader with exceptional communication, people management, and problem-solving skills where you lead from the front.
  • Strong operations, time and process management abilities to quickly prioritize multiple projects to be delivered on time.
  • Past co-workers say you’re a workaholic who goes above and beyond and always willing to roll up your sleeves to get things done.
  • Experience or strong interest in start-ups with ability to adapt quickly, resilience, and willingness and ability to work long hours to get a lot done well and rapidly.
  • Preferably a passion and strong interest in pharmacy and/or healthcare.

Reports To:

Chief Revenue Officer


Benefits:
  • Office Rooftop Terrace 
  • Health Insurance (50% Employer Match) 
  • Vision & Dental Insurance (50% Employer Match) 
  • 401K (Dollar for Dollar Employer Match up to 4%) 
  • Gym Reimbursement (up to $60 post-tax/month) 
  • Fun, free company events and activities (e.g. birthdays, sporting events)

Salary:
$90K-$120K
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Location

Our company is near major subway lines including LIRR at Madison Square Garden and PATH station. It is 2 blocks from Korea Town.

An Insider's view of Amplicare

What projects are you most excited about?

I love reaching out to customers to gauge some insight and feedback to help improve our products. Developing new partnerships plays a big role in this because that means we'll be finding out more and be able to expand our offerings to benefit pharmacies, but ultimately patients. And this is always great!

Carrie

Customer Support Specialist

What are some things you learned at the company?

Since beginning at Amplicare, I've learned about the inner workings of independent pharmacies across America and how to help pharmacists succeed. Something that was critical for me during my job hunt was finding a company that was constantly innovating and allowed me to continue to develop myself daily.Amplicare has achieved that in spades.

Lauren

Account Executive

What is your vision for the company?

We strive to turn pharmacies into healthcare superheroes for their communities by providing technology that empowers them to practice beyond their traditional dispensing roles. With an audacious goal to impact 1 billion patients by 2030, we believe that pharmacies will have one of the most transformative roles in fixing healthcare as we know it.

Matt

Co-Founder and CEO

What's something quirky about your company?

We use Slack for internal communications, and almost everyone has a nickname in Slack. These nicknames are given a lot of thought before they’re implemented (they’re usually not self-implemented). It’s sort of like an initiation - once your slack name has been changed to “pinky”, you know you’re doing something right. -Ashley (aka hashbrown)

Ashley

Head of Customer Success

What are Amplicare Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
50% of premium
Vision Benefits
50% of premium
Health Insurance Benefits
50% of premium. Amplicare also pays for your health costs up to 50% of the deductible.
Wellness Programs
$60/month in gym reimbursements.
Retirement & Stock Options Benefits
401(K) Matching
Amplicare matches dollar for dollar up to 4%
Child Care & Parental Leave Benefits
Remote Work Program
You can work remote 1 day per week. You also have 12 extra days to work remote in a calendar year.
Vacation & Time Off Benefits
Generous PTO
PTO starts at 19 days your first year and has tiered increases for following years.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
We have quarterly events, such as going to sporting events or cookouts on our roof top.
Stocked Kitchen
Some Meals Provided
For company huddles, celebrating new hires, and other events, the company will provide a meal for the team.
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
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