Customer Success Manager; Hybrid

Customer Success Manager

Chicago, IL (Hybrid)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non‑profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

At AMA, our mission to improve the health of the nation starts with our people. We foster an inclusive, people‑first culture where every employee is empowered to perform at their best. Together, we advance meaningful change in health care and the communities we serve.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a Customer Success Manager on our Marketing & Member Experience team. This is a hybrid position reporting into our Chicago, IL office, requiring 3 days a week in the office.

As a Customer Success Manager, you will be responsible for ensuring best-in-class customer experienceandproductusageforallgroupmembershipinstitutions.

Thisrolewillbeapointofcustomercontact and work closely with day-to-day program administrators to understand their needs, tailor solutions, execute product onboarding/training, and implement outreach programs to increase engagement KPIs.The AMA Customer Success Team represents AMA externally, creates and maintains a robust case study and testimonials library, and provides recommendations for optimizing products to drive group membership growth and increase customer/member engagement.

• Maintainacomprehensiveunderstandingoftargetaudienceneeds,issues,andrelationshipstoenhance
• existing programs.
• Workwithsalesandproductteamtoguidecustomersthroughtheonboardingprocess,ensuring they understand the product/service and its features and have clearly defined KPIs.
• Providerobusttrainingandonboardingexperiencethatleadstolearneractivationandengagement.
• Identifyopportunitiesforupselling/cross-sellinggroupmembershipcurriculum,content,and membership benefits.
• Maintainadeepunderstandingofthecompany'sproducts/servicesandstayupdatedonnewfeaturesand enhancements.

• Continuouslyworktoimprovecustomerexperience,build trust,transparency,and safeguard/increase customer retention.
• Establishandmaintaincustomerrelationshipsandprovidehigh-leveltechnicalandproductsupport.
  
  Address customer concerns, inquiries, and issues promptly and effectively.
• Collaboratewithinternalteams(e.g.,support,sales,product) toensureoutreachprogramsand communication tactics are optimized and drive KPIs.
• Identifysatisfiedcustomersandsecure/curatetestimonialsand/orcase studies.
  
  Assistwithrecognitionprogramtoreward/amplifytop customers/institutions.

• Research,monitor,report,andrecognizecustomer performance.
• Ensureaccurateandcomprehensivedatareportingthrough
  
  CXdigitalmonitoringtoolsandproduct analytics.
• Produceregularreportsoncustomersuccessmetricsandkeyperformance indicators.
• Utilize Salesforcetodocumentcustomerinteractionsandmaintainaccuratecustomer data.

May include other responsibilities as assigned