Customer Success Manager - K12 School Districts (IL) - job 2 of 2

As a Customer Success Manager at Hazel Health, your primary responsibilities include building and maintaining strong relationships with school partners, ensuring the adoption and ongoing use of our healthcare services in schools, advocating for customer needs, and resolving complex customer issues. You'll be actively involved in community engagement events and reporting on account health, usage metrics, and overall satisfaction.

For the position of Customer Success Manager at Hazel Health, candidates should have prior experience in customer success or account management, ideally within the K-12 education or healthcare fields. Experience working with children in diverse socio-economic environments is also essential. Additionally, applicants must reside in Illinois and meet specific fingerprinting requirements for school access.

Hazel Health is committed to removing barriers to healthcare for K-12 students, regardless of their insurance status or ability to pay. As a Customer Success Manager, you’ll play a vital role in fostering partnerships with schools to improve healthcare access, advocate for the needs of students and families, and implement solutions that support equitable care.

To excel as a Customer Success Manager at Hazel Health, you should possess strong relationship management skills, exceptional communication abilities, and a knack for understanding and advocating for diverse community needs. Being proactive, dynamic, and willing to learn will also be critical in navigating the ever-evolving landscape of education and healthcare.

The work environment for a Customer Success Manager at Hazel Health is hybrid, allowing up to 80% of the role to be field-based. You will engage actively with school communities, balancing remote communication with in-person meetings to maintain relationships and drive student health initiatives. The company fosters a collaborative and inclusive culture that values all employees.

Begin by identifying key stakeholders within the school, understanding their specific needs, and establishing regular communication channels. Use both in-person and virtual meetings to foster trust and engagement, continually seeking their feedback to adapt your solutions and promote a successful partnership.

Focus on training school staff on how to utilize Hazel's services effectively. Create clear onboarding plans, offer ongoing support, and gather feedback to refine the process. Highlight success stories and demonstrate how our services positively affect student health outcomes.

Share a specific example that outlines the customer’s challenge, the steps you took to identify and resolve it, and the outcomes. Highlight your communication skills, your ability to collaborate with other teams, and how you ensured customer satisfaction at the end.

I rely on CRM tools to input and track metrics such as service usage, satisfaction scores, and any issues. Regularly reviewing these metrics allows me to proactively address concerns and facilitate discussions with relevant stakeholders to ensure we meet their needs.

Express your passion for making a positive impact on student health and well-being. Mention how healthcare access can dramatically improve life opportunities for students and that you find fulfillment in being part of a mission-driven organization like Hazel Health.

I believe in open lines of communication and regular check-ins to improve collaboration among school health staff. I would implement joint training sessions, team-building activities, and shared goals to create a sense of community and teamwork.

There are numerous challenges, including funding limitations, a lack of awareness among parents and students, and disparities in healthcare access across different communities. Discussing these challenges openly and looking for innovative and collective solutions is key to overcoming them.

I analyze the audience's needs and preferences beforehand and engage with them accordingly. For example, when communicating with school administrators, I focus on data and impacts, while for healthcare staff, I might emphasize logistical details and hands-on support.

Cultural competence is crucial as it helps in understanding the diverse backgrounds of students and families. This understanding aids in empathizing with their unique needs and ensures our services are equitable and tailored to address those needs effectively.

Empathy is the most important quality as it drives our mission to provide healthcare access. A strong Customer Success Manager must not only understand the challenges schools face but also genuinely care about the well-being of the communities they serve.