Responsibilities
- Client Relationship Management & Strategic Partnership (35%)
- Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
- Understand clients' business goals, challenges, and needs through regular discovery and consultation
- Act as strategic partner offering proactive solutions aligned with client objectives
- Communicate regularly with clients via email, phone, video conferences, and other channels
- Provide guidance on how clients can best utilize solutions to meet their specific needs
- Build rapport and ensure clients feel valued, supported, and heard throughout their journey
- Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
- Client Onboarding & Product Adoption (30%)
- Assist new clients during onboarding, ensuring smooth implementation and setup
- Provide education and training on product features, benefits, and best practices
- Conduct product training sessions to ensure clients are proficient in using offerings
- Guide clients through initial setup with clarity about services, procedures, and expectations
- Facilitate enrollment and verify that all documentation is accurate and complete
- Monitor early adoption patterns and provide proactive support during critical first 90 days
- Ensure clients achieve early wins and understand value proposition clearly
- Account Growth & Performance Monitoring (20%)
- Monitor and analyze client usage data to identify trends, opportunities, and potential issues
- Identify opportunities for upselling or cross-selling additional products or services
- Collaborate with sales teams to explore potential growth avenues and expansion opportunities
- Track and report key performance metrics related to client success and engagement
- Proactively address underutilization or engagement drops before they lead to churn
- Present business reviews showcasing ROI, usage insights, and recommendations
- Drive account expansion through strategic consultation and value demonstration
- Issue Resolution & Cross-Functional Collaboration (10%)
- Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
- Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
- Ensure timely and satisfactory issue resolution to maintain client satisfaction
- Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
- Work cross-functionally to address client needs and remove barriers to success
- Advocate for clients internally, ensuring their voice influences product and process decisions
- Documentation, Reporting & Process Improvement (5%)
- Maintain up-to-date client interaction records in CRM and management systems
- Gather client feedback to help improve products, services, and internal processes
- Create and maintain reports on client success metrics and KPIs
- Identify opportunities to improve internal workflows and contribute to operational efficiency
- Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
- Document best practices, success stories, and lessons learned for team knowledge sharing
Requirements
- Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments)
- Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders
- Communication: Exceptional written and verbal communication skills with compassionate, professional approach
- Strategic Thinking: Ability to understand client business goals and provide strategic guidance
- Problem-Solving: Strong analytical and conflict-resolution abilities with proactive mindset
- Organization: Exceptional organizational skills and attention to detail with ability to manage multiple accounts
- Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software
- Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently
- Data-Driven: Comfortable analyzing usage data and metrics to inform decisions
- Adaptability: High adaptability in fast-paced, technology-driven environments
Nice to Have
- Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings
- Familiarity with ADHD care, family support services, or clinical workflows
- Background in SaaS, digital health platforms, or AI-powered solutions
- Understanding of provider pain points and healthcare operational challenges
- Experience with account growth, upselling, and revenue expansion
- Exposure to HIPAA compliance and handling confidential health information
- Product training or enablement experience
- Experience conducting business reviews and presenting to stakeholders
- Background supporting C-level executives or healthcare providers
- Familiarity with clinical documentation or medical terminology
Work Arrangement
Remote (Worldwide)
Additional Information
- candidate expected to be flexible with the client's preference, including weekends and US holidays during peak seasons
- excellent English communication skills
