Job Description

Job Description

Job Title: Customer Success Manager II

Job Purpose: 

This position is responsible for the strategic and consultative support for all Alleva customers in the assigned territory. Responsibilities include, but are not limited to: customer retention through consulting on all Alleva products/services, refine product configurations, refine and design operational processes, product/process trainings, support escalation and resolution management.

Essential Job Duties:

1. Create, maintain and support key decision makers to drive value lead retention efforts

2. Perform a consultative needs assessment and configure the product to the customer’s unique processes

3. Perform dynamic online and/or onsite consultations 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 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.

4. Develop dynamic relationships with key decision makers at each facility to keep them engaged and utilizing Alleva to its greatest potential.

5. Provide monthly scheduled “Raving Fan” calls, periodic Zoom meetings and onsite visits, as necessary.

6. Deliver onsite and remote training sessions.

Job Qualifications:

· Education:  Bachelor Degree strongly recommended and/or respective industry experience required 

· Experience:  Prefer 2 + years of professional CSM work experience

· Industry Experience: Preferred the most with 2 + year of professional work experience within the Behavior Health / Mental Health / Addiction recovery segments.

Required Skills: 

• General knowledge and basic understanding of the behavioral, mental health and addiction recovery industry.
• General and basic understanding of SaaS industry and key performance indicators.
• Requires knowledge and experience with Google and Microsoft Office Suite of products.
• Must be able to provide proactive support and communication to an extensive customer base.
• Excellent oral and written communication skills are required. Writing samples may be required upon request.
• Remarkable attention to detail and follow-through on assigned tasks & customer engagement.
• 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. 
• Must be a “process expert” when it comes to building and designing processes, but excellent at following as well. /
• Ability to work independently and creatively to solve problems, handle objections and complete tasks on-time.
• 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, industry 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:

• Hybrid - In-office 80%, remote 20%
• Expect Travel - May require up to 50% travel within the US as times.
• Starting Salary Range: $75 - $85K/ annual + 20% annual bonus potential
• Fun, upbeat, and fast past environment. Full medical/dental/ vision benefits with paid holiday's, PTO, sick days, and 1 mental health day per quarter.

Physical Demands:

• Typically requires sitting, speaking, and computer use for extended periods of time. Up to 50% travel may be required at times. Regular travel may be once per quarter. 

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