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Client Success Manager (Healthcare)

Nextech

Location: Tampa, Florida 33607
Type: Full-Time, Non-Remote
Posted on: August 1, 2021
This job is no longer available from the source.
• 4221 W Boy Scout Blvd, Tampa, FL 33607, USA
• Full-time
Company Description
Why join Nextech?
We are a leader in specialty healthcare technology solutions, headquartered in Tampa, FL.
We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected] .
Job Description
The 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 : In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:
• Serve as primary contact for assigned clients on any/all matters relating to customer satisfaction and/or problem resolution
• Conduct minimum number of “client touches” as outlined in performance metrics for the Client Success Manager 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
• Collaborate proactively across departments to keep all accounts informed of any potential issues to their software performance 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 Salesforce 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
• Attend trade shows to represent the company and strengthen relationships with existing client base
• Monitor and update account information to ensure accuracy on a real-time basis
• Assist in creating and setting tasks via Salesforce for payment plans
• Respond to inbound calls in accordance with performance standards for the Client Success Manager role, resolving customer issues and ensuring an exceptional client experience
• Maintain a referenceable customer base for assigned territory by facilitating on-site visits with existing customers, collaborating with inside and new business sales team to leverage current account relationships for prospective sales
• Participate in kick off calls to successfully transition account ownership post-sale/implementation.
• Conduct on-site customer visits in accordance with performance metrics for the Client Success Manager role
• 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
• Continually contact clients no longer on active support
Qualifications
Minimum Requirements:
• Minimum 2 years of healthcare office experience such as: ophthalmology, dermatology, plastic surgery, orthopedics, or medical spa
• Excellent customer service skills with the ability to solve problems
• Exceptional written and verbal communication skills
• Strong organization, judgment, and interpersonal skills
• Ability to travel throughout the year; potentially on weekends (approximately 15%)
Preferred Qualifications:
• Client success or account management experience
• Bachelor’s Degree in a related field or equivalent work experience
• Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction and outcomes
Additional Information
Total Rewards
Nextech is pleased to offer a variety of health, wellness and lifestyle benefit offerings for all fulltime employees:
• Generous annual bonus opportunity
• iCREATE Employee Recognition Program
• Insurance : Choice of Medical, Dental, and Vision plans
• Wellness Program including discounts on medical premiums
• Health Savings Account
• Flexible Spending Account
• 15 days PTO at date of hire (increases with years of service) + 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• 100% Company-Paid Parental leave
• 401(k) with Employer Match
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Company-Sponsored 529 College Savings Plan
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options
Working Environment:
• General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.
• Long-distance or air travel as needed – approximately 15% travel.
• Periods of stress may occur.
Physical Demands:
• Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
• Some walking and standing relative to interaction with other personnel.
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