Responsibilities
- Maintain a positive client health score and NPS.
- Manage relationships throughout various customer lifecycles and stages.
- Proactively engage with assigned book of business, aligning recurring activities with associated playbooks.
- Consistently meet established Customer Engagement and Growth KPI’s.
- Influence and drive customers towards Best Practices, ensuring adoption and optimization across various parts of the system.
- Stay up to date with the latest features, product updates, and releases to ensure comprehensive knowledge and expertise are maintained to keep customers well informed.
- Partner closely with Account Managers to drive expansion opportunities via cross-sell and upsells.
- Foster close partnerships cross-functionally with teams such as Professional Services, Product, and Support to ensure timely addressing of customer concerns and initiatives.
- Act as the voice of your customers to ensure that their concerns and feedback are heard.
- Maintain strong relationships and understanding of customers to identify risks early and activate associated playbooks.
- Prioritize and complete high-impact team assignments and initiatives as they are assigned.
Requirements
- An understanding of Customer Success and CS metrics.
- An ability to build positive relationships internally and externally.
- Ability to work well with others and collaborate effectively.
- Strong customer relationship building skills.
- Strong organizational skills.
- High degree of conflict resolution.
- Strong project management skills.
- Clear and effective communication, negotiation, and presentation skills.
- Ability to be empathetic, but assertive at the same time.
- Ability to work in a fast-paced, team environment with a high sense of urgency.
- Ability to independently prioritize work and shift priorities as needed to meet deadlines.
- Self-motivated with a sharp analytical mindset, capable of insightful problem-solving.
- Quick learner.
- Ability to stay composed in tough situations, maintaining professionalism throughout.
- Enthusiastic about professional growth.
- College degree and/or relevant client facing experience.
- 1+ years previous experience in a client facing role such as: Customer Support, Customer Success, Account Management, Onboarding, Professional Services, Clinic Director, Ops Manager, Client Services Coordinator, Client Relations Manager, etc.
Nice to Have
- Previous experience with CentralReach or other EMR/EHR systems.
- Knowledge of healthcare compliance and HIPAA.
- Experience in the healthcare industry.
- Familiarity with ABA or certified as an RBT or BCBA.
- Familiarity with key tools such as: Salesforce, Microsoft Outlook Suite, etc.
Work Arrangement
Hybrid
Additional Information
- Candidates hired into fully remote roles are required to participate in an in-person interview or face-to-face meeting prior to their first day of employment.
