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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