Customer Success Specialist
Job Title: Customer Success Specialist
** Position Overview:**
The Dragon Medical One (DMO) Customer Success Specialist is responsible for managing and driving the successful renewal of Dragon Medical One subscriptions while identifying and pursuing add-on opportunities. This role works closely with our Corporate Account Resellers (CARs) and internal sales teams to ensure renewals are achieved efficiently and growth opportunities are captured.
The ideal candidate will leverage tools like HubSpot CRM to log activities, manage the sales pipeline, and track performance. Proficiency in DMO product knowledge, customer communication, and data-driven insights will be key to success.
Key Responsibilities:
1. DMO Renewals Management
o Oversee and manage all DMO subscription renewals with an emphasis on maintaining a 90%+ renewal rate.
o Collaborate with Corporate Account Resellers (CARs) Account Managers and Microsoft Partner Development Manager to ensure seamless communication and execution of renewal plans.
o Proactively identify and close add-on opportunities alongside renewals, logging all deals in HubSpot CRM for tracking and reporting.
o Drive the addition of 600 new DMO subscribers annually through targeted outreach and follow-up.
o Upsell additional training, service contracts, and DAX Copilot.
3. HubSpot CRM Management
o Log calls, track emails, and manage all customer interactions in HubSpot CRM.
o Maintain and update the DMO Sales Pipeline to ensure accurate tracking of renewals and add-on growth opportunities.
4. Collaboration and Communication
o Work closely with the Nuance Healthcare Channel Manager, CARs, Microsoft Partner Development Manager, and internal teams to align on strategy, goals, and progress.
o Provide timely updates on renewal performance and add-on opportunities to stakeholders.
Qualifications:
· Experience in customer success, account management, or renewals (healthcare or SaaS background preferred).
· Strong communication and objection-handling skills with a customer-focused approach.
· Proficiency with HubSpot CRM (or similar platforms) for activity tracking and pipeline management.
· Ability to learn and apply DMO product knowledge (training provided).
· Proven ability to drive renewals and identify growth opportunities.
Performance Metrics:
· Renewal Rate Goals: Achieve and maintain 90%+ renewal rate for DMO subscribers.
· Add-On Growth: Add 50-60 new DMO seats monthly (600 annually).
· HubSpot Activity Metrics: Log calls, emails, and pipeline updates accurately.
· Pipeline Management: Maintain up-to-date records of renewals and add-ons in HubSpot.
Why Join Us?
· Collaborate with Corporate Account Resellers (CARs) and be a key driver of Dragon Medical One’s success.
· Competitive salary with a clear commission plan rewarding performance.
· Opportunity to work with a dynamic and growing team focused on healthcare innovation.
Customer Success Specialist Commission Plan
Base Salary: $50,000 annually
· Commission provides the opportunity to earn up to $20,000 - $25,000 annually based on performance, creating a total on-target earning (OTE) of $70,000 - $75,000.
Commission Metrics
1. Renewal Rate
· Target: Achieve a 90%+ renewal rate for DMO subscriptions.
· Commission:
o $25 per renewal seat for hitting the 90% renewal rate target.
2. Add-On Growth
· Target: Add 600 new DMO seats annually (50 per month).
· Commission:
o $50 per add-on seat closed and logged in HubSpot.
o Quarterly Bonus: $500 for meeting or exceeding the add-on goal.
· Example:
o 600 seats added = 600 x $50 = $30,000
o Achieving the quarterly goal: 4 x $500 = $2,000 bonus
· Commission Cap for Add-Ons: $10,000 annually to ensure balance.
Performance Bonuses
· Quarterly KPI Bonus: Achieve all quarterly KPIs (renewal rate and add-on growth) to earn an extra $1,000 per quarter (up to $4,000 annually).
· Annual Performance Bonus: Achieve all annual KPIs to earn an additional $5,000 bonus.
Total Earning Potential
· Base Salary : $50,000
· Commission + Bonuse s: Up to $20,000 - $25,000 annually
· Total On-Target Earnings (OTE): $70,000 - $75,000
Key Notes:
· All commissions and bonuses are performance-based.
· Metrics are tracked and reported via HubSpot CRM and reviewed quarterly.
Benefits
Offers of employment are contingent upon passing background screening.
eDist is an equal opportunity employer.