Job Title: Customer Success Manager, New Accounts

Job Purpose:

This position is responsible for the successful build and implementation of new Alleva customers. Responsibilities include, but are not limited to: activate Alleva products, refine product configurations, remote and onsite product trainings, post implementation support escalation and resolution.

Essential Job Duties:

Conduct new customer Kickoff program to set onboarding timelines and new customer requirements
Perform a consultative needs assessment and configure the product to the customer’s unique processes
Perform dynamic online and/or onsite trainings for Alleva customers on various tools within our software platform to ensure they have a clear understanding of the value and capabilities of the software. This training will be more process oriented and help give a clear plan of action on how to navigate the tool in order to perform necessary processes that will ensure the customer success and results from the tools.
Develop dynamic relationships with various users at each facility to keep them engaged and learning during the launch process.
Provide regularly scheduled follow up with new customers during the launch period (2-6 weeks generally).
During the launch process this person will be responsive and available to ensure all new Alleva customers get the best possible onboarding experience in the market.
Conduct and facilitate the handoff to long-term account CSM’s

Job Qualifications:

Education: Bachelor Degree strongly recommended or respective industry experience
Experience: Must have a minimum of 1-4 years professional experience

Required Skills:

General knowledge and understanding of the behavioral and mental health industry.
General and basic understanding of SaaS industry.
Requires knowledge and experience with Google and Microsoft Office Suite of products.
Must be able to provide support and communication to an extensive customer base.
Excellent oral and written communication skills are required. Writing samples may be required upon request.
Project documentation skills required. Project documentation samples may be required upon request.
Superior organizational skills and behavior.
Must have the ability to work in a fast-paced environment.
Ability to identify business issues/requirements and to solve problems with many variables and unique situations.
Ability to work independently and creatively.
Must be able to maintain integrity, minimize confusion and keep control throughout the project lifecycle.
Must be able to deal effectively with people. Ability to work under pressure is essential.
Must possess good judgment, initiative, strong work ethic and dependability.

Other Abilities:

Aptitude to learn technical and compliance information quickly.
Must be able to demonstrate ability to effectively and clearly deliver information to a range of audiences
Excellent reasoning and logical thinking capabilities.

Major Business/Professional Contacts:

May require interaction with vendors and partners

Working and Environmental Conditions:

Work from home - some in-office required - Hybrid role @ a northing Utah County Office
Up to 50% travel within the US
Must have reasonable access to nearby airport

Physical Demands:

Typically requires sitting, speaking, and computer use for extended periods of time. Up to 50% travel will be required.

Alleva

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