Client Success Manager

PatientNow

7h • Remote

About The Position

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.

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees