Associate Client Success Manager

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