Client Success Manager

Position Summary: Client Success Manager will build strong relationships with PatientNow software customers, driving customers toward positive business outcomes. They will be responsible for meeting KPIs across their business, including meeting and exceeding gross revenue retention targets, surfacing customer advocates, and engaging with customers through proactive business reviews. They are expected to have prior Client Success Management experience. They should be resourceful, leveraging creativity to build winning solutions for customers. This position reports to the Team Lead of Client Success and is a fully remote position.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage a series of personal and automated touchpoints and to drive ongoing customer experiences
• Manage a diverse customer portfolio, and build strong relationships with customers across their portfolio
• Promote and deliver best practice content and guidance to assigned customer portfolio
• Engage in team-wide training exercises, leading by example with a growth mindset
• Identify at-risk customer segment and execute customer save strategies
• Align with the Customer Experience organization initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Conduct business reviews through scheduled and proactive phone outreach
• Document customer engagement through ChurnZero and Salesforce, maintaining account data to effectively manage your book of business
• Stay current with PatientNow software and the industry

Competencies: To perform the job successfully, an individual should demonstrate the following.

Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals.

Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethics. 

Communications - Exhibits good listening and comprehension. Clearly expresses ideas and thoughts in written as well as verbal form. Selects and uses appropriate communication methods.

Continuous Learning - Assesses own strengths and weaknesses. Continuously pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others.

Problem Solving - Develops creative solutions. Gathers and analyzes information skillfully. Identifies and resolves problems in a timely manner. Works well in group problem solving situations.

Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback.

Education/Experience: 

• Prior Software Client Success Management experience, Scaled Client Success preferred
• Proper phone etiquette
• Prior experience with EMR and Practice Management software 
• Ability to use ChurnZero Customer Success Management Software to track and manage customer journey  
• Effective discovery skills
• Ability to speak and write clearly and accurately 
• High standards for personal and team accountability 
• Sense of ownership 

Supervisory Responsibilities: This position does not have supervisory responsibilities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods. The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.