National Client Success Manager (Remote-US)

The National Client Success Manager at Nextech is primarily responsible for managing relationships with top National accounts. This role entails ensuring client satisfaction by meeting their needs proactively, monitoring industry trends, establishing oneself as a trusted advisor, and collaborating with other internal teams to optimize client experiences. Engaging clients with regular outreach and mentoring newer team members are also key aspects of this position.

To apply for the National Client Success Manager position at Nextech, you should have a Bachelor’s Degree along with 3-5+ years of experience in client success or account management. Excellent interpersonal, written, and verbal communication skills are crucial, alongside a solid understanding of business strategies and CRM tools like Salesforce. Previous experience in a customer-facing role within SaaS or healthcare technology is preferred.

Nextech supports professional development for National Client Success Managers by encouraging mentorship and knowledge sharing among team members. The company invests in the success of its employees through various initiatives, including training opportunities, participation in industry events, and a strong focus on collaborative learning to ensure that team members can grow their skills while supporting clients effectively.

As a National Client Success Manager at Nextech, you will frequently use CRM tools such as Salesforce to track client interactions, manage account details, and record important customer data. You'll also leverage communication and documentation software to engage with clients, facilitate presentations, and ensure smooth collaboration with internal teams. Comfort and proficiency with these tools are key to performing your role effectively.

Nextech stands out as an employer by providing a supportive, inclusive work environment with a strong focus on employee wellness and satisfaction. The company offers competitive compensation, a generous benefits package that includes flexible time off, insurance options, and a commitment to professional development. This culture, combined with the innovative work in healthcare technology, makes it an exciting place to grow your career as a National Client Success Manager.

When managing client relationships as a National Client Success Manager, I prioritize understanding each client's unique needs and goals. I focus on proactive communication and regular check-ins to ensure they are getting value from our solutions. I act as a trusted advisor and advocate for their interests within the company, consistently looking for opportunities to enhance their experience, which ultimately strengthens our partnership.

To ensure client satisfaction and retention, I would implement regular performance reviews and feedback sessions to understand client satisfaction levels. I would also offer personalized recommendations based on their specific objectives, provide timely support through a dedicated account management approach, and develop actionable improvement plans for any identified issues. Building strong relationships and trust is key to keeping clients engaged and satisfied.

In a previous role, I encountered an unhappy client due to unmet expectations. I reached out immediately to understand their concerns and conducted a thorough assessment of the issues. After listening to their needs, I collaborated with internal teams to devise a corrective action plan and set up regular touchpoints to monitor progress. This proactive approach led to restoring their confidence, ultimately resulting in renewed trust and an extended partnership.

I leverage data by analyzing key performance indicators to gauge client performance and satisfaction. I regularly present these insights back to clients during our engagement meetings, using data-driven arguments to suggest optimizations or adjustments to their strategies. I find that presenting factual, insightful data builds credibility and helps clients see the value in our services while reinforcing our discussions.

The most important quality for a National Client Success Manager is the ability to build and maintain trust with clients. This entails excellent communication skills, empathy, and active listening to truly understand and address their needs. A solid relationship fosters collaboration and makes it easier to navigate challenges and celebrate successes together.

In such a situation, I would first engage with the client directly to fully understand their concerns and the specific needs that are not being met. I would then collaborate with our product management team to explore alternatives or modifications that could address the client's needs. Keeping the client informed throughout the process and involving them in finding a solution is essential to rebuild their trust in our services.

Mentoring junior team members involves sharing my experiences and techniques in managing client relationships. I would set up regular check-ins where we discuss their accounts, challenges faced, and strategic approaches. Additionally, role-playing different client scenarios can help them practice handling various situations effectively. Encouraging open communication and providing constructive feedback is also essential for their growth.

To stay informed about industry trends, I regularly read relevant journals, attend webinars, and follow thought leaders in the healthcare technology space. I also participate in industry conferences, which not only provide insights into upcoming innovations but also allow me to network with other professionals to share knowledge and best practices.

Prioritizing tasks begins with understanding the urgency and importance of each client’s needs. I maintain an organized task management system that allows me to categorize and set deadlines based on client requirements, ongoing projects, and upcoming engagements. Regular reviews of my priorities help me stay aligned with my goals and ensure that I’m addressing high-impact tasks responsibly.

In my previous roles, I have been actively involved in managing customer renewals and upsells. I focused on fostering strong relationships throughout the customer lifecycle and identifying upsell opportunities during regular engagement meetings. By articulating the enhanced value our solutions bring to their evolving needs, I’ve successfully increased renewal rates and driven growth in existing accounts.