Customer Success Manager, Digital Touch

Position Summary

As a Customer Success Manager at ImPACT Applications, your primary responsibility is to ensure the satisfaction, adoption, and retention of our Digital Touch Accounts. By efficiently leveraging our various technology platforms and nurturing customer relationships, you’ll play a pivotal role in driving customer success. This individual will play a critical role in expanding ImPACT Application’s reach and ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries.

In this role you will get to:

·      Begin your career in Customer Success.  This role is considered an entry-level Customer Success position.

·      Manage a high volume of Digital Touch accounts with support through automated campaigns and data analysis.

·      Maximize customer retention and satisfaction by proactively engaging customers, while addressing any issues or concerns.

·      Conduct regular check-ins and communication touchpoints, often with Athletic Trainers in a School or Sports teams.

·      Drive revenue retention, address overages, and identify expansions opportunities

·      Work with Marketing to create nurture and expansion campaigns large customer base.  

·      Advocate on behalf of our customer needs to the Product team.

Disclaimer:
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

Requirements

• 2 years of experience in Athletic Training, concussion management, preferred. 
• Capable of developing and implementing renewal strategies for a large book of business. 
• Skilled in understanding customer needs and helping them tailor product usage to meet their objectives. 
• Ability to effectively manage a larger volume of requests, by being organized and canprioritize a high volume of customer requests.   
• Ability to balance customer interest & business interests
• Exceptional communication skills, both written and verbal 
• Proficiency in building and maintaining strong relationships, ensuring their needs and concerns are addressed. 
• Experience in start-up / fast-paced business is a plus
  

Physical Requirements for this position:

• Remote
• Travel 1-2 times a year for off-site team meetings or conference.
• May require stationary positions (sitting or standing) for extended periods.

Benefits

• Medical, Dental, and Vision plans  
• Company paid basic life and AD&D insurance  
• Company paid short-term and long-term disability  
• Supplemental life insurance options  
• Company paid Employee Assistance Program (EAP)  
• Retirement plan with discretionary company matching  
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options  
• Premium subscription to Calm for employee and dependents 
• Company paid time off (PTO)  
• 13 named holidays, 2 floating holidays, and 4 early-release half days 
• Quarterly Focus Days
• Flexible work arrangements
• Work-from-home expense reimbursement  
• Tuition Reimbursement Program  
• Company orientation and 30/60/90 Day Onboarding 

Compensation: A reasonable estimate of the base compensation range for this position is $55,000 - $70,000 USD plus applicable commission. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data/range parameters.

Who is Riverside Insights? Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent.  

Why Join Our Team?  
At Riverside Insights, achieving real results for students and educators is more than talk – it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you. 

Riverside Insights is an Equal-opportunity Employer: 
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Our Commitment to Diversity & Inclusion: 
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated. 

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.