Job details
Job type full-time
Full job description
Who we are
At securelink, we take our jobs seriously, but ourselves - not so muchWe’re a results-driven team that isn’t afraid of a challenge and understands the team effort required to accomplish something greatWe’re also people-oriented, so respect, teamwork, collaboration, and culture are some of our top priorities.
When you work for securelink, you’re making a differenceAs the industry leader, it’s our mission to bring secure, critical access management to organizations around the globeSecurelink provides security, privacy, data governance, and compliance solutions for companies across multiple industries, including healthcare, critical infrastructure, manufacturing, government, legal, and gamingWhether you’re helping organizations implement secure third-party remote access, developing new ways to utilize our machine-learning technology, or contributing to our sales and marketing efforts, you’re making the world a more secure place at securelink.
Our vision
*we believe diversity drives better outcomesWe want you to be youSecurelink is a place where your ideas and performance matterDifferent ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.
Choose where you work
At securelink, we believe trust is an essential ingredient for building productivity in the workplaceWe want to ensure all our employees feel both safe and productiveOur employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in austin, tx, and nashville, tn.
Remote work can currently be supported for employees residing in the following locations: ar, ca, co, fl, id, il, ky, md, mi, mn, ny, oh, pa, tx, tn, va, wa.
What you’ll do
The customer success manager is the central point of contact for all customer success and satisfaction during the customer lifecycle, working with and escalating to technical operations, professional services, product management, and account management resources on behalf of customers to ensure customer satisfaction, retention, and expansionSpecializes in healthcare customers with a focus on privacy and security needsDay to day responsibilities include:
Own customer satisfaction, health, and churn for assigned accounts at all stages of customer lifecycle
Address and escalate customer requests for technical, product, onboarding, and project issues
Solicit, increase, and address customer nps and feedback from customers
Engage in proactive as well as reactive activities with assigned customers
Review and address customer satisfaction reports to highlight successes and resolve issues
Work with project management during implementation of new customers to ensure customer goals and strategic objectives are met
Participate in watchlist process to ensure endangered accounts are being tracked and issues are resolved appropriately
Work with customer operations teams to reach customer rollout goals/potential and expand securelink footprint within the customer organization
Work with account management to prepare annual and ad-hoc business reviews for assigned customers
Work with professional services and support to prepare annual best practice assessments
Assist in creating and documenting csm processes for new products and services
What you’ll need
2 years of experience as a customer success manager in technology or related field
Customer success management best practices
Customer service best practices
Healthcare privacy and security best practices
Best practices for data entry and documentation
Excellent written and verbal communication skills
Why choose us
Securelink doesn’t just have fun creating value over the long run (hfcv/lr) for our customers and shareholders, we have fun creating value in the lives and careers of our employeesSecurelink invests in employee development including extensive job and product training, access to linkedin learning, monthly knowledge sharing sessions, career pathing, professional development, and moreBenefits also include:
Medical, dental, and vision insurance - securelink pays 100% of the premium for employees and 75% for dependents!
We contribute generously to your hsa (75% of the irs maximum allowable).
We help you save for retirementWe contribute equivalent to 3% of your annual base salary to a 401k.
Employees enjoy unlimited pto, including the time to volunteer.
We give $100 per month towards cell phone reimbursement.
At the office, employee perks include two meals a day, bringing your dog to work, and an onsite gym.
What else?
Successful securelink employees embrace the company’s missionGreat employees have three attributes that make them “slinky”These are 1) excellence at their position, 2) eagerness to grow and improve and 3) a true sense of responsibility to contribute to the company, customers, and culture.
We are an equal opportunity employer and value diversity at our companyWe do not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
#bi-remote
Job type: full-time
Work location: multiple locations
