About

At Andgo, we value strong customer relationships, and are looking for an experienced customer success manager who is passionate and curious about their customers' experiences. By understanding their unique challenges, finding solutions, and celebrating successes, the right candidate will be eager to contribute to Andgo’s optimized scheduling efficiencies in the enterprise healthcare marketplace.

Reporting to the Senior Manager, Customer Success, you will be responsible for managing customer portfolios, nurturing customer relationships while driving customer growth & retention strategies. 

What you bring to the team

• Keen problem solver; proactively identify weaknesses in organizational processes and actively work to make systems more efficient
• Excellent relationship builder; continually looking to build and maintain close relationships
• Exceptional communicator; able to change your messaging depending on stakeholder and communication format
• Collaborator; enjoy working across teams to ensure all customer needs are being addressed and elevated to the appropriate stakeholders
• Self-motivated; generate innovative ideas to inspire customer loyalty and adoption.
• Highly organized with keen attention to detail; able to efficiently track and attend to multiple customers and their varying requirements.
• Present diplomacy, tact, poise, and professionalism under pressure and when working through customer issues.

What you’ll be doing

Relationship Management

• Build and manage effective relationships across enterprise healthcare and manufacturing organizations.
• Maintain frequent meaningful communication throughout various customer journey stages.
• Play a key role in Change Management by ensuring a smooth transition and successful implementation to guide them through change and help them to adapt once they are Live with Andgo.
• Proactive communication with customers regarding upcoming software upgrades and potential opportunities to improve user adoption & experience.

Retention & Growth

• Expanding portfolio revenue by identifying opportunities to introduce new features and modules, increase user count, expand into new units, and ensure renewals.
• Analyzing customer data and guiding customers to discover aspects of the product that are most beneficial and valuable to them through EBR’s
• Monitor customer usage and health metrics
• Look for ways to support customers with adoption and seeing their ROI
• Identify and implement churn reduction and prevention procedures across assigned book of business by assessing and prioritizing issues that may lead to client churn risk.
• Tailor a long-term success plan for each client that aligns with their business goals and coordinate appropriate internal domain experts for successful outcomes

Andgo Expert

• Seen by the customer not only as their Customer Success Manager, but as their trusted advisor.
• Work closely with internal teams to report on customer challenges, user trends, and resolve customer inquiries. 
• Contribute to the development of documentation, for both internal and external use.
• Understanding the customer’s contracts and Service Level Agreements (SLA’s), ensuring we are adhering to these agreements. 

Advocacy

• Represent the customer's interests internally at Andgo.
• Gathering customer feedback and sharing it internally to improve the product and/or establish the best customer experience
• Encouraging customer advocacy through surveys, case studies, testimonials, references and referrals
• Contribute to developing a community that provides value and excitement with customers. 

The ideal candidate

• Bachelor's degree / post-secondary education
• Experience in Healthcare and/or Human resource management systems (UKG)
• 2+ years of experience in customer-facing customer success, relationship management or account management roles (experience in B2B SaaS is preferred).
• Experience in achieving growth and retention goals
• Exceptional communication, writing, and time management skills. 
• Ability to measure and communicate progress to multiple customer personas; decision-makers, influencers, and operational users.
• Experience with enterprise-wide applications and modern SaaS IT environments. 
• Ability to understand customer needs and translate them into solutions
• Experience building strong internal and external relationships.
• Consistent track record of highly professional strategic and prescriptive customer management in a fast-paced, dynamic environment.

Work with us!

• Remote-Friendly: Work from anywhere in Canada.
• Health & Dental Benefits: Comprehensive health and dental coverage.
• Professional Development: Budget for professional development to help you grow in your career.
• Vacation: 4 weeks of vacation to recharge and relax.
• Flexible Hours: Flexible working hours to suit your lifestyle.
• 10% Time: Opportunity to work on side projects of your choosing.
• Home Office Setup: Budget to set up your home office.
• Great Team: Collaborative and supportive team members.
• Impact: Opportunity to make a significant impact in the healthcare industry.

 **If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.**

About Us

Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.

As a team we work best when we work closely together, and when ideas can be exchanged openly and honestly. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.

Andgo Culture

The culture at Andgo Systems is by D.E.S.I.G.N.

• Does the right thing. We are intentional in determining the right course of action. We do what’s right, not what’s easy, even when no one is looking.
• Exhibits a growth mindset. Andgo is a growth company. We invest in ourselves and seek knowledge to achieve this growth.
  What got us here is not going to get us there.
• Shows authentic self. We bring our whole selves to work. We have fun, support each other, and contribute positively to our shared culture. We are curious, not judgemental. 
• Innovate & iterate. We thoughtfully experiment and push the boundary, knowing that even when we ‘fail’ it moves us forward.
• Good people help first. We add value to every interaction. We have a service-first mentality, whether it’s helping a co-worker or a customer. We listen empathetically.
• No ego. We give and receive feedback openly and honestly. We understand feedback is an important process of improvement and we are willing to change our views when presented with new information.
  
  

These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.