Description:
The Client Success Manager should have experience in both Client Success and Client Support disciplines, and effectively use their creativity and love of technology to optimize the overall client experience to deliver long-term value for our clients. The Client Success Manager (CSM) is an integral part of cultivating and maintaining strong relationships with an assigned client group leading to increased retention rates, improved NPS scores, and revenue expansion opportunities. To excel in this role, we’re looking for individuals with a consultative mindset who can quickly understand our client needs, business solutions and the industry we serve. You will apply best practices and tailor solutions to each client based on their individual business goals. You’ll create long-lasting client partnerships that drive positive client outcomes and account growth.
Client Communication 45%
- Manage the account plan and client journey touchpoints of your assigned group/book of business
- Provide proactive and consultative client support, ensuring high retention and net revenue growth within an existing client base. This is executed by garnering a deep understanding of clients’ needs while providing consultative solutions that will add value to their business objectives.
- Manage key client interactions with a focus on expansion opportunities within accounts and subscription renewals via phone, email, zoom
Project Management 35%
- Troubleshoot issues and come up with the best solutions for clients’ inquiries
- Relate bugs and needed fixes to web development team to handle
- Relate client feedback to team to enhance products and services
- Identify client goals and work with them to achieve these goals through the software
- Ensure adoption, growth opportunities, and success renewal of subscription
Internal Communication 20%
- Accurately report internal administration: CRM activity log, sales pipeline forecasting
- Meet and exceed retention and growth KPI metrics
- Provide actionable client feedback to key stakeholders including, but not limited to, marketing, product development and service.
- Efficiently manage time to prioritize essential activities leading to an exceptional client experience, ongoing renewals, and growth
What prepared you for this role (qualifications):
- At least 2 years of experience working in challenging, client facing roles such as Account Management, Consulting or Sales. Experience within the medical and SaaS industries preferred
- Superb interpersonal, verbal, and written communication skills
- Proven track record in hitting quota and retention goals
- Organized, detail-oriented with the ability to multi-task, prioritize and respond quickly
- Negotiation skills as it related to renewal upsells, cross-selling, and additional product add-ons
- Highly proficient in MS Office and CRM systems. Experience with Salesforce is preferred.
- Working knowledge of the medical industry
- Curious about technology, love working in a fast-paced start-up environment that’s constantly changing
- Empathetic to clients and the challenges they face within their practices. BA or BS degree or equivalent work experience