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Customer Success Manager at First Databank, Inc. in Indianapolis, Indiana

Posted in Management 30+ days ago.

Type: Full-Time





Job Description:

In Some Jobs You Take Orders. In This One, You Write History. 

 
Join the healthcare information technology team that’s turning drug and medical device data into knowledge used by thousands of hospitals; the majority of U.S. health plans, retail pharmacies, and pharmacy benefit managers; and millions of healthcare decision makers throughout the world. Partnering with our information system developer and healthcare institution customers, you’ll help evolve leading-edge thinking into reality and make a measurable difference in improving human health. 

 
We’re looking for people who are: Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference. Innovative. Energized. And want to play an essential role in a successful company’s continued growth.

 
Are you ready for this exciting challenge? 
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First Databank (FDB) is currently seeking a Customer Success Manager. The Customer Success Manager is to serve as the primary business contact for FDB’s most valuable key clients with accountability for retention and growth. The Customer Success Manager is responsible for client satisfaction by way of building and maintaining lasting relationships and providing best-in-class service and support. This role will serve as the critical liaison to clients and will collaborate with colleagues to promote FDB as a market leader.  The position requires great interpersonal skills and superb communication skills to educate clients with the knowledge to best utilize our solutions while also helping them realize the value of our products and services.


This position will be based out of the Indianapolis, IN or South San Francisco office.

Responsibilities:


  • Own overall relationship with assigned high value clients, which includes but is not limited to: increasing adoption, ensuring retention, identifying growth opportunities, identifying and mitigating risk factors, as well as driving customer satisfaction through a deep understanding and monitoring of the customers’ business.

  • Develop and execute Success Plans for each client that outline their critical success factors, metrics for success, potential issues, and provide a clear plan of action including recurring remote and onsite relationship/strategic meetings.

  • Communicate with assigned accounts on a regular basis as defined within service model; including site visits.

  • Maintain detailed knowledge of FDB’s solutions, features and forthcoming enhancements.

  • Demonstrate compliance with company values, policies and priorities.

Knowledge, Skill and Experience:


  • Bachelor’s degree or equivalent experience

  • 10+ years related job experience and 5+ years customer service or account management experience

  • Understanding of healthcare information technology, great interpersonal skills and superb communication skills.

  • Business acumen, sound decision making, analytical and organizational skills in a fast paced environment; a consultative approach to managing complex client relationships

  • MS Office Suite of Products (Outlook, Word, Excel, Access, Visio, PowerPoint)
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About FDB:

FDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions. With thousands of customers worldwide, FDB enables our information system developer partners to deliver valuable, useful, and differentiated solutions. We offer more than three decades of experience in transforming medical knowledge into actionable, targeted, and effective solutions that help improve patient safety, operational efficiency, and healthcare outcomes. For a complete look at our solutions and services, please visit www.fdbhealth.com or follow us on Twitter and LinkedIn.

We value Integrity, Respect, Responsibility, Teamwork, and Creativity. Our offices in South San Francisco and Indianapolis have been awarded with Top Workplaces honors by The Bay Area News Group and the Indy Star, respectively, including the most recent honor awarded to our Indianapolis office in 2017 & 2018 (the Top Workplaces honors are based solely on the results of an employee feedback survey by a leading research firm that specializes in organizational health and workplace improvement). FDB offers competitive salaries and extensive benefits – including medical, dental, vision, long term disability, life insurance, and matching 401k.

FDB is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
EEO/AA

For more information about equal employment opportunity protections, view the EEO is the Law poster.

If you have a disability and need an accommodation in connection with the on-line application process, please email us at careers_fdb@fdbhealth.com or by phone at 800.633.3453.