Associate Client Success Manager (Remote - US)

The Associate Client Success Manager serves as the primary relationship manager between our clients and our internal stakeholders. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.

Essential Functions

• Serve as primary contact for assigned clients on any/all matters relating to customer satisfaction and/or problem resolution
• Provide minimum number of “Client Touches” as outlined in performance metrics for the ACSM role to ensure exceptional customer experience
• Present and demonstrate any aspect of products currently licensed to the customer in order to refamiliarize, orient provide value to the user/customer to maximize customer experience
• Proactively collaborate internally and cross-departmentally to keep all accounts apprised of any potential issues to their software performance timely (Ex: Former Customer campaign, Ophth/Derm list, Sunsetting of products, Azure outages, etc.) and monitor/record the status of all customer communication in Salesforce, Excel or other prescribed method. This includes processing of administrative work i.e. credit memos.
• Continue to maintain client renewal rate at or above company required goals in designated territory. Address exit strategies as needed and update SF record to include attrition details accurately.
• Following up on any client success / account management issues that are routed through marketing leads to ensure customer satisfaction
• Identify and escalate (to inside sales representative) sales opportunities from within the existing customer base as assigned, maintaining a continuous focus on growth and expansion within existing clients
• Respond to inbound calls in accordance with performance standards for the ACSM role, resolving customer issues and ensuring an exceptional client experience
• Work with inside sales manager to collaborate on client experience as necessary to ensure a positive outcome
• Fully accountable for maintaining a referenceable customer base for assigned territory by facilitating on-site visits with existing customers, collaborate with inside and new business sales team to leverage current account relationships for prospective sales, and ensuring minimum level of “client touches”.
• Participate in kick off calls to successfully transition account ownership post-sale/implementation.
• Complete customer care calls to build and secure strong client relations resulting in unsurpassed client satisfaction
• Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents
• Carry out additional responsibilities as assigned based on business needs

Minimum Requirements

• 1-2 years of client success / account management experience
• Excellent customer service skills
• Exceptional written and verbal communication skills
• Demonstrated ability to problem solve; strong judgment and interpersonal skills
• Ability to work effectively with all levels of the organization;
• Approachable, professional, patient, balanced approach to handling tasks of varying priority and stress levels
• Ability to travel throughout the year, including occasionally on weekends

Work Environment/Physical Demands

• Remote work
• Long distance or air travel as needed
• This role requires a significant amount of work in front of the computer with communication through daily through chat, phone calls, and virtual meetings.

Total Rewards

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Nextech Luminary Peer Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options