FatTail is seeking a Client Success Manager to join our Revenue Operations team. As a Client Success Manager you will act as a consultant to the client, developing a meaningful business relationship and helping to drive adoption and utilization of the FatTail platform. You will stay in tune with the needs of the client so that you can help inform and influence the development of new features, as well as continuously improve the services and support we provide to our clients.
Triage bugs and feature requests, maintaining constant communication with customers. You will analyze trends, test, and train the DevRev bot regularly, educating and empowering users. As a technical expert, answer product questions, build customer relationships, and collaborate with product & engineering on customer requirements. Think outside the box to build quicker solutions and support DevRev users round the clock. Understand customer signals to avoid churn.
Provide exceptional support to global customers via email, chat, and video calls and troubleshoot technical issues for rapid, effective resolutions. Conduct technical onboarding and product demos to ensure customers understand workflows and derive value from Sully.ai. Create high-quality, custom notes and AI-assisted summaries. Collaborate with Product, Engineering, and Sales to refine our platform based on customer feedback. Maintain and update support documentation and knowledge bases.
In this role you will use your technical expertise to provide support of the EHR for Practice groups and Care Coach products and achieving Model of Care objectives. As their highest escalation point you will help resolve cases by advising on next steps, determining long term strategies, and involving relevant parties. As such, a strong understanding of administrative tasks and workflows for long term care and medical facilities is critical to your success.
CSM will be responsible for onboarding new high-value customers immediately after conversion, understanding their desired outcomes and goals, and expediting their path to success. CSM will serve as the primary contact for the first few months, collaborating with internal teams to facilitate consultative discussions and overcome any hurdles, ensuring a seamless and enjoyable onboarding journey for the customer.