Client Success Advisor

At Relatient we’re on a mission to make access to healthcare simpler. 

We partner with leading health systems and medical practices - comprising more than 40,000 providers across the US - to optimize every step of a patient journey, from alerting patients to needed care, helping them find the right provider, scheduling appointments across multiple channels, and engaging with patients throughout their care journey via text, email, and chat. Our solutions reduce delays in care, improve communication, and enhance both the provider and consumer experience. We’ve been recognized as a Forbes Top Startup, Deloitte Fast 500, and Inc 5000, among other honors, for our rapid growth, innovative technology solutions, and energetic workplace culture.

We are currently looking for a Client Success Advisor to join our team.

Essential Functions:

• Collaborate with internal implementations, support, programming, and integrations teams to understand and maintain account configurations and ensure client satisfaction  
• Manage account reviews including account setup and make recommendations for configuration improvement  
• Critically review and monitor client adoption of a product using various using a data-driven approaches 
• Identify opportunities for improvement of utilization and ROI  
• Develop and deliver service plans that identify and support the overall success and satisfaction of the client. 
• Maintain an understanding of how the application is used and configured  
• Understand interfaces with PM/EMR systems and Relatient configurations  
• Identify reference-able accounts and candidates for white paper/case studies  
• Identify upsell/cross-sell opportunities and handoff to the client account management team  
• Provide internal feedback on product enhancement requests  
• Preventative account maintenance  
• Overall review and analysis of ongoing support issues to identify root causes  
• Communicate with clients on expected practice staff workflow and recommended best practices 
• Collaborate with Relatient teams including support, implementations, programming, integrations, and account management.  
• Create client-facing best practice collateral 
• Develop internal-facing material for onboarding enterprise accounts in the form of a playbook to scale across clients where appropriate  

Education & Experience Requirements:

• Bachelor’s Degree or equivalent work experience in lieu of degree is required
• 2 or more years of progressive experience in client success or related field required
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint 
• Healthcare experience is strongly preferred 
• Knowledge of customer service practices 
• Technical aptitude and ability to learn software programs 
• Knowledge of technologies such as networking, internet technologies, web servers, XML, and database structures 
• Experience with Customer Relationship Management (CRM) software such as Salesforce 
• Ability to work in cross-functional team environments 
• Demonstrated success in working towards change with a spirit of collaboration, urgency, and flexibility. 
• Proven track record of working in a goal-oriented and self-directed environment  

Travel:

• This role may require travel up to 10% of the time.

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