JOB SUMMARY

Revance (Nasdaq: RVNC), is a commercial stage biotechnology company focused on innovative aesthetic, therapeutic and financial technology offerings, setting a new standard in healthcare.

The Customer Success Manager (CSM) will serve as the face of Revance's customers, leading the deployment and adoption of OPUL, a Financial Technology Services SaaS platform. Key areas of focus will be building strong relationships with key stakeholders, driving value for customers, and collaborating with internal departments to execute customer strategies. The retention of customers through Customer Lifecycle Management (CLM) is critical and is a key function delivered by the CSM. The CSM provides customer lifecycle focus from onboarding through usage, adoption and continual consumption – with the goal of driving use of OPUL deeply into a customer's business and enabling them to realize their business objectives. CSM's maximize the client's return on investment in OPUL products and services by driving usage of OPUL services and identifying upsell/cross-sell opportunities. The CSM provides insights on client interactions/business transactions, improves customer experience through product support, and handles customer complaints and requests all while growing the value of the OPUL platform for customers.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize customer outcomes and create strategies to grow utilization and adoption of the OPUL platform.

ESSENTIAL DUTIES

• Work with customers to develop strategies to increase revenue and patient retention using OPUL product suite.
• Continuously build value in OPUL products and educate customers on new products as they become available.
• Plans and organizes personal sales strategies including daily/weekly/monthly schedule to both exceed targets and mitigate customer churn.
• Drive usage and adoption of OPUL product through ongoing training, strategy planning meetings, and quarterly business reviews.
• Maintains product and industry expertise, including software and application updates, releases, market conditions and industry trends.
• Identify process and system improvements on behalf of the customer, sharing feature requests across the organization to ensure the success of each customer. Create Customer champions that become OPUL evangelists.
• Serve as an escalation point externally and internally for Customer needs.
• CRM management and reporting which includes collecting and reporting on department metrics (SFDC and Zendesk).

QUALIFICATIONS

• Bachelor's degree or equivalent work experience desired
• 3 years relevant work experience delivering exceptional customer support
• Strong interpersonal and communication skills and ability to establish relationships with key external and internal resources.
• Self-motivated, team oriented and focused on exceeding customer expectations
• Exceptional organizational, presentation and communication skills, both verbal and written
• Analytical skill with deep understanding of forecasting and data driven decision making; ability to analyze payments pricing, provide accurate cost comparisons, and pricing recommendations

COMPETENCIES

Key Competencies:

WORK ENVIRONMENT & PHYSICAL DEMANDS

This section of the job description is required by the American with Disability Act, (ADA). The ADA requires that job descriptions reflect the physical and mental demands required to effectively perform the essential duties of the job. The ADA prohibits employers from discriminating against a "qualified individual with a disability" in all aspects of the employment relationship. A "qualified individual with a disability" is "an individual who meets the education, experience, skill, and other job-related requirements of a position held or desired, and who, with reasonable accommodation, can perform the essential functions of a specified job."

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 10 pounds at times

We are an equal opportunity employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Revance does not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other prohibited category set forth in federal or state regulations.