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Client Success Manager

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Description

As a Client Success Manager, you will be focused on building loyalty with assigned clients by increasing product adoption, addressing issues, and helping the Account Management team with upsells and renewals. You will be developing strong, strategic partnerships with key accounts to ensure the highest level of client satisfaction. You will be responsible for proactively mitigating churn risk and managing retention efforts.

Essential Functions / Tasks / Duties / Responsibilities:

Establish and maintain client relationships, understanding practice goals and challenges
Meet with practice leadership proactively on a regular basis
Record and report on customer trends (successes, needs, issues)
Provide high level product support and triage concerns properly
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Work with practices to optimize their usage and expertise of Office Practicum
Provide a smooth transition for customers after OP Implementation
Driving growth through net retention improvements and lead generation
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Meet and exceed set KPIs
Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internally
Identify and increase reference sites

Requirements

Competencies:

Focus on the Customer - Establishes and maintains effective relationships with customers and gains their trust and respect.
Communication - Able to communicate orally and in writing, with clarity and good effect.
Take Initiative - Identifies opportunities and issues, proactively acts and follows through on work activities.
Interpersonal Skills - Able to operate within the remote work environment through social communication and interactions.
Problem Solving Skills - Able to solve problems using logic, judgment and data to determine effective solutions.
Technical Skills - Experience with Salesforce and EHR’s preferred.

Education / Professional Certifications or Licenses:

Bachelor's degree preferred

Experience Requirements:

Five or more years of demonstrated client focused experience, preferably in a Client Success or Account Management role
Experience in Healthcare IT
Experience in a highly dynamic environment
Experience in navigating challenging business matters
Experience working closely with C-suite executives

Supervisory Responsibilities:

None

Work Environment / Physical demands/ Travel Requirements

This job operates in a professional remote office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.
Travel to other OP hubs and client sites is required.

Equal employment Opportunity Statement:

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement:

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.

Average salary estimate

$82500 / YEARLY (est.)

min

max

$75000K

$90000K

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What You Should Know About Client Success Manager, Office Practicum

As a Client Success Manager at our company in Fort Washington, Pennsylvania, you will take on a pivotal role in forging strong partnerships with our clients and ensuring they experience the full value of our services. In this position, you will actively build loyalty by helping clients overcome challenges, increasing product adoption, and collaborating closely with the Account Management team to drive upsells and renewals. Your day-to-day will involve engaging with practice leadership, understanding their unique goals, and addressing any concerns swiftly and effectively. By maintaining a finger on the pulse of customer trends—whether they are successes or areas needing improvement—you'll provide invaluable high-level product support. Plus, you'll be at the forefront of reducing churn and enhancing retention efforts. Your insights will help shape our product roadmap, connecting the client's voice to our internal teams. If you are customer-focused, love proactive problem-solving, and thrive in a dynamic work environment, this opportunity as a Client Success Manager is perfect for you. Join us to contribute meaningfully to our clients' success while driving growth for the company through improved customer satisfaction and engagement.

Frequently Asked Questions (FAQs) for Client Success Manager Role at Office Practicum

What are the key responsibilities of a Client Success Manager at our company?

As a Client Success Manager at our company, you'll focus on building strong relationships with clients, understanding their goals, and addressing their needs. Your responsibilities include conducting regular meetings with practice leadership, reporting on customer trends, troubleshooting high-level product concerns, and facilitating a seamless transition post-implementation.