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CredSimple // cloud-based healthcare credential verification
New York    Posted: Wednesday, November 06, 2019
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CredSimple is building a healthcare technology company that serves the $10B niche of provider network management. Were looking to grow our team with world-class talent who are not only motivated to carry out their specific roles but also help us build an organization that continues to be a great place to work as we scale.

We sell to clients that span the healthcare spectrum from tech-savvy healthcare startups to 100-year-old, Fortune 500 health insurance companies. Were solving very real & challenging problems in the healthcare industry.

Were committed to equal opportunity in our quest to hire & retain top talent. We believe in supporting our people in both personal & professional growth goals & pay attention to goals, celebrate milestones, & encourage you to learn continuously. We love working with self-starters, doers, collaborators & the insanely motivated.

We are looking for an experienced Client Success Manager based in New York City. Youll join a talented & passionate team who enjoys working with our clients, solving tough problems, & improving the healthcare industry.


The role

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
    • 75% of your portfolio are referenceable clients
    • 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


Competencies Required

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

Requirements & Qualifications

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

How to apply

Please apply directly via our website

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