Team Lead, Client Success

Position Summary: Client Success Manager, Team Lead will be a player-coach, leading a team of Client Success Managers to build strong relationships with PatientNow software customers, and driving customers toward positive business outcomes. They will create and launch training and enablement sessions for the Customer Success team, as well as provide coaching to foster individual and team-wide skills development. The Team Lead will be responsible for meeting KPIs across their business as well as be accountable for their team’s performance against KPIs. They are expected to be resourceful, leveraging creativity to build winning solutions for PatientNow customers. This position reports to the Director of Client Success and is a fully remote position.

• Build strong relationships with customers across their portfolio
• Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers
• Develop and lead training and enablement sessions to better prepare the Customer Success team to meet and exceed goals
• Evaluate risk management for each customer and strive for value propositions and utilize best practices to drive retention
• Align with the Customer Experience organization initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Manage a series of personal and automated touchpoints and drive ongoing customer experiences
• Conduct effective Executive Business Reviews and Quarterly Business Reviews to highlight customers’ realized value and communicate recommendations and new features
• Diligently manage ChurnZero and Salesforce data to effectively manage your book of business
• Assist team members with escalated matters
• Stay current with PatientNow software and the industry
• Work with Senior Director to implement new processes and workflows
• Offer alternative solutions where appropriate with the objective of each customer having a wonderful experience

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.

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 Client Success Management experience
• 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
• Proper phone etiquette
• Ability to speak and write clearly and accurately
• Prior experience leading or managing a team preferred
• High standards for personal and team accountability
• Strong sense of ownership
• Desire to motivate others

Supervisory Responsibilities: This position does 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.