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Job details

Client Success Manager

DocNetwork provides innovative health and safety solutions for various organizations, and is seeking a strategic Client Success Manager to enhance client experience and drive growth.

Skills

  • Strong communication skills
  • Problem-solving mindset
  • Tech-savvy
  • Organizational skills
  • Time management

Responsibilities

  • Own the client relationship for a portfolio of 120+ clients from onboarding to renewal.
  • Drive retention and growth by implementing proactive strategies.
  • Build meaningful connections with clients through clear communication.
  • Document client interactions to ensure a seamless experience.
  • Identify client needs and collaborate for optimal solutions.

Education

  • Bachelor's degree preferred
  • Experience in customer experience roles

Benefits

  • Medical, Dental, Vision insurance
  • 401k with company match
  • Remote Work options
  • Flex Schedules
  • Professional Development Budgets
To read the complete job description, please click on the ‘Apply’ button
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CEO of DocNetwork
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Michael Ambrose
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Average salary estimate

$55000 / YEARLY (est.)
min
max
$50000K
$60000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Client Success Manager, DocNetwork

Join DocNetwork as a Client Success Manager in the vibrant city of Ann Arbor, Michigan! Here at DocNetwork, we proudly provide innovative health and safety solutions through our CampDoc and SchoolDoc platforms for a wide array of organizations, including day camps, YMCAs, colleges, and K-12 schools. As a Client Success Manager, you'll be the primary point of contact for over 120 clients, ensuring they experience seamless support and exceed their health and safety objectives. You'll work closely with a dedicated team, deliver proactive strategies that drive client retention, and build meaningful relationships through thoughtful communication. We're not just about work; we love what we do and cultivate a culture of growth, collaboration, and fun. Our fantastic team receives a myriad of benefits, from competitive salaries to 401k matching and remote work options. If you are passionate about client success, tech-savvy, and enjoy a fast-paced environment, this is the role for you! So why not throw your hat in the ring? We can't wait to hear from you and see how together we can make a positive impact on the organizations we serve!

Frequently Asked Questions (FAQs) for Client Success Manager Role at DocNetwork
What are the responsibilities of a Client Success Manager at DocNetwork?

As a Client Success Manager at DocNetwork, your responsibilities include managing the client relationship for over 120 clients from onboarding to renewal, driving retention through proactive engagement, documenting client interactions, and identifying client needs. You'll also handle client escalations, educate clients on new features, and foster a collaborative work environment.

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What qualifications are required for the Client Success Manager position at DocNetwork?

To qualify for the Client Success Manager role at DocNetwork, candidates should have proven experience in client success, account management, or customer experience. Strong communication skills, a proactive problem-solving mindset, and the ability to thrive in a fast-paced environment are essential. Familiarity with SaaS platforms and tools like Zendesk or Salesforce is a plus.

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How does DocNetwork define client satisfaction for the Client Success Manager role?

At DocNetwork, client satisfaction for the Client Success Manager revolves around understanding clients' objectives and pain points, driving product adoption, and maintaining frequent communication. Successful Client Success Managers actively engage with clients to ensure they unlock the full value of our solutions, resulting in long-term partnerships.

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What skills make an ideal Client Success Manager at DocNetwork?

An ideal Client Success Manager at DocNetwork possesses strong relationship-building skills, adaptability to changing environments, and excellent organizational capabilities. Being tech-savvy and having a problem-solving attitude will also lead to success in creating effective solutions that meet client needs.

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What is the work culture like for a Client Success Manager at DocNetwork?

The work culture for a Client Success Manager at DocNetwork is collaborative, inclusive, and emphasizes personal growth. We value honest work, support creativity, and celebrate team achievements. Our team enjoys various social outings, a fun working atmosphere, and a unique environment where everyone can bring their whole selves to work.

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Common Interview Questions for Client Success Manager
Can you describe your experience with client relationship management?

When answering this question, highlight specific experiences where you successfully built and managed client relationships. Discuss the strategies you used to retain customers and illustrate your ability to communicate effectively.

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How do you handle client escalations?

Be prepared to discuss your approach to maintaining a calm demeanor during escalations. Explain how you evaluate the issue, communicate with the client, and determine when to involve management or other departments to resolve the problem swiftly.

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What strategies do you employ to understand a client's needs?

Discuss your approach to listening actively and asking open-ended questions to uncover a client's pain points. Highlight the importance of conducting regular check-ins and documentation to track changes in their needs over time.

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How do you ensure client satisfaction in a SaaS environment?

Explain that understanding and meeting clients’ needs is crucial. Provide examples of how you proactively engage with clients to educate them on new features and optimize their experience.

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How do you prioritize your workload while managing multiple clients?

Share your time management techniques, such as creating to-do lists, using project management tools, or setting calendar reminders to ensure that you meet deadlines and maintain consistent communication with all clients.

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What motivates you to succeed in a Client Success Manager role?

Reflect on your passion for helping others, solving problems, and driving positive impacts for clients. Make connections to previous experiences where you witnessed the value of fostering strong client relationships.

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Can you provide an example of a time you helped increase a client's retention?

Share a specific story regarding a client you worked with, the challenges they faced, the strategies you implemented, and the successful outcome that led to higher retention rates and satisfaction.

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How do you keep yourself updated with industry trends and product knowledge?

Discuss your commitment to continuous learning through attending industry events, participating in webinars, reading industry publications, and staying active within professional networks to enhance your knowledge and expertise.

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What software tools do you find essential for client success management?

Mention specific tools like CRM systems (Zendesk, Salesforce), project management software, or communication platforms, and explain how these tools help you in tracking client interactions and improving efficiency.

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How would you educate clients about new features effectively?

Emphasize the importance of clear communication and tailored demonstrations. Describe how you would use webinars, one-on-one calls, and written resources to ensure clients fully understand new functionalities and how they can benefit from them.

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DocNetwork is the leading electronic health record system for camps, child care and schools. Our mission is to bring the lightweight side of the medical industry onto the web. Our team is accomplishing incredible things. We’re an ambitious group, ...

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FUNDING
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TEAM SIZE
SALARY RANGE
$50,000/yr - $60,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 12, 2025

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