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CredSimple // cloud-based healthcare credential verification
New York    Posted: Wednesday, November 25, 2020
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Job Mission:

The job of our Client Success & Support team is to proactively create an environment where our clients & partners achieve success. Specifically, your mission as a Client Success Manager is to create & maintain high quality business relationships built on trust, accountability & competence with our end users & their managers. Additionally, you are responsible for ensuring that the day-to-day operations of our software & services are meeting client needs & bringing value to the partnership.

The outcomes were looking for:

  • Proactive & action-oriented management of your book of business
    • Identify & understand your clients business objectives, SLAs & whats important to them
    • Continuously move towards the next level of client satisfaction
  • Retain & grow all clients in your portfolio through strategic management tactics & by focusing on meeting the following metrics:
    • Greater than 95% retention rate
    • Higher than 75% of your portfolio has a positive health status (green) & have a clear strategy to move any yellow/red clients to green
    • Work closely with Sales team to identify upsell & growth opportunities for clients based on business needs & objectives 
    • High client satisfaction scores as measured by NPS
  • Own new client implementations from initial signing through to completion of client onboarding journey
    • Take responsibility for a positive & seamless onboarding process for all new clients using our tools & templates
  • Contribute to the Companys development & growth 
    • Advocate for our clients needs internally to sales, product, & credentialing operations
    • Take ownership for 1-2 strategic priorities each quarter & deliver results
    • Identify needs or gaps in the ongoing education of product functionality, operational processes & industry/compliance knowledge to allow for continued development in internal & external training resources

About You

Competencies Required

  1. Communication:
    1. Gets the point across in clear & simple terms. Can translate complex functional or technical language into easily understood concepts
    2. Communicates message with the appropriate level of detail & information based on the audience
    3. Understands that clarity is measured at the recipient's ear, not the speakers mouth
    4. Responds quickly & respectfully to all client communications & internal messages
    5. Stays calm, respectful, & effective in the face of stressful situations & instills confidence in their team, their peers, & their clients
  2. Eagerness to Learn:
    1. Learns quickly & applies learnings to their job immediately
    2. Identifies opportunities for professional development & gets after it
  3. Trusted Partner:
    1. Proactively seeks opportunities to demonstrate value to our clients
  4. Proactivity:
    1. Understand clients needs well enough to anticipate their requests & be prepared in advance
    2. Continuously identifies & works to eliminate the 20% of requests that drive 80% of reactive work
    3. Seeks support from Management when needed

Requirements & Qualifications

  1. 2+ years experience directly managing client relationships 
  2. Experience in the Healthcare and/or SaaS space, previous experience in a startup environment is a plus
  3. Engaging presentation skills for regular client meetings, virtually & in-person
  4. Team player with a passion for making an impact
  5. Willingness to learn & grow client facing skills
  6. Proficient in Salesforce & familiar with a client ticketing system such as ZenDesk
  7. Located in New York City or able to commute into the city on a daily basis
  8. Ability to travel 10% of time for client visits
  9. Bachelors Degree


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