Associate Customer Success Manager - Remote

Overview

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.

In Short

• 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

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.
• Experience with Salesforce and EHR’s preferred.

Benefits

• Medical, Prescription, Vision, and Dental Insurance
• Life Insurance
• 401(k) with company match
• Paid Time Off, Holidays, and Volunteer Hours
• Company Wellness Program
• Employee Assistance Program
• Short and Long Term Disability Insurance
• Pet Insurance
• Tuition Assistance Program
• Employee Recognition Program