Associate Customer Success Manager

Office Practicum•Fort Washington, PA

4d•Remote

About The Position

The Associate Customer Success Manager (ACSM) focuses on building loyalty with assigned Office Practicum clients (1-2 providers) by increasing product adoption, addressing issues, and helping the Account Management team with upsells and renewals. The ACSM develops strong, strategic partnerships with small-sized accounts to ensure the highest level of client satisfaction. This position is responsible for proactively mitigating churn risk and managing retention efforts.

Requirements

Establishes and maintains effective relationships with customers and gains their trust and respect.
Able to communicate orally and in writing, with clarity and good effect.
Identifies opportunities and issues, proactively acts and follows through on work activities.
Able to operate within the remote work environment through social communication and interactions.
Able to solve problems using logic, judgment and data to determine effective solutions.
Able to manage and prioritize a high volume of customer relationships while delivering responsive, high-quality service.
1-3 years of demonstrated client focused experience, preferably in a Client Success or Account Management role.
Experience in healthcare practice management or the software industry.
Experience in a highly dynamic environment.
Experience in navigating challenging business matters.

Nice To Haves

Experience with Salesforce and EHR’s preferred.
EHR experience strongly preferred.
Bachelor's degree preferred

Responsibilities

Establish and maintain client relationships with small-sized practices (1-2 providers), understanding practice goals and challenges
Meet with practice leadership proactively on a regular basis
Record and report on customer trends (successes, needs, issues)
Provide high level product support and triage concerns properly
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Work with pediatric practices to optimize their usage and expertise of Office Practicum
Provide a smooth transition for customers after OP Implementation
Driving growth through net retention improvements and lead generation
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Meet and exceed set KPIs
Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internally
Identify and increase reference sites