Client Success Manager

As a Client Success Manager, you will be focused on building loyalty with assigned clients by increasing product adoption, addressing issues, and helping the Account Management team with upsells and renewals. You will be developing strong, strategic partnerships with key accounts to ensure the highest level of client satisfaction. You will be responsible for proactively mitigating churn risk and managing retention efforts.

Essential Functions / Tasks / Duties / Responsibilities:

• Establish and maintain client relationships, understanding practice goals and challenges
• Meet with practice leadership proactively on a regular basis
• Record and report on customer trends (successes, needs, issues)
• Provide high level product support and triage concerns properly
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
• Work with practices to optimize their usage and expertise of Office Practicum
• Provide a smooth transition for customers after OP Implementation  
• Driving growth through net retention improvements and lead generation
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Meet and exceed set KPIs 
• Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internally
• Identify and increase reference sites

Competencies:

• Focus on the Customer - Establishes and maintains effective relationships with customers and gains their trust and respect.
• Communication - Able to communicate orally and in writing, with clarity and good effect.
• Take Initiative - Identifies opportunities and issues, proactively acts and follows through on work activities.
• Interpersonal Skills - Able to operate within the remote work environment through social communication and interactions.
• Problem Solving Skills - Able to solve problems using logic, judgment and data to determine effective solutions.
• Technical Skills - Experience with Salesforce and EHR’s preferred. 

Education / Professional Certifications or Licenses:

• Bachelor's degree preferred

Experience Requirements: 

• Five or more years of demonstrated client focused experience, preferably in a Client Success or Account Management role
• Experience in a highly dynamic environment
• Experience in navigating challenging business matters
• Experience working closely with C-suite executives
• Experience working in a healthcare environment preferred 

Supervisory Responsibilities: 

• None

Work Environment / Physical demands/ Travel Requirements

• This job operates in a professional remote office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.
• Travel to other OP hubs and client sites is required.

Equal employment Opportunity Statement: 

Our company is committed to equal employment opportunity.  We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement: 

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate.  In general, it is your responsibility to notify your supervisor of the need for accommodation.  Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability.  Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.