Client Success Manager

Job Description

The Client Success Manager works in managing existing clients, ensuring client satisfaction, and generating referrals and request for proposal opportunities for the company with key accounts and systems.  They will be responsible for managing a book of accounts through client-facing activities to develop and maintaining existing accounts to ensure success of each individual partnership, while identifying and completing request for proposals on behalf of the company.

Essential Duties and Responsibilities:

Including, but not limited to the following:

• Establish, develop, and maintain accounts and processes to ensure quality of client servicing is of the highest possible standard
• Generate additional business or leads with current clients by obtaining referrals
• Effectively manage accounts through the recruitment process via introductory calls, biweekly calls and formal project reviews
• Ensure client adoption of processes, usage of client portal, and management of A/R collection
• Assist production staff with any client issues or processes with existing clientele
• Maintain and drive additional business with current accounts through strategic account development and client relationships
• Create and generate references (live or in the form of a reference letter)
• Identify opportunities and create client case studies on behalf of TMF to outline varying degrees of performance, financial impacts, or other areas where a client issue was solved
• Manage case study portfolio: updates with new information, organization or case studies, implementation or usage within sales decks
• Identify request for proposal opportunities and secure opportunities to submit bids
• Manage all RFP processes from start to finish: securing of bids, obtaining necessary information, managing timeline, submitting proposals, and ensuring follow-up with secured bids
• Effectively promote company’s services and develop new business by identifying leads, qualifying prospects, and building relationships
• Achieve all individual key performance indicators, meeting as a minimum or exceeding targets quarterly and annually 
• Manages Client Satisfaction outcomes with all national accounts and their subsidiaries
• Ensure processes and initiatives are understood and followed for internal teams and clients, and timelines or targets are achieved
• Can implement ideas and strategies for the growth and success of client accounts
• Can assist in determining pricing schedules, creating quotes, delivering proposals, and negotiating all contracts with current clients
• Effectively advise clients, present services, overcome objections, and provide consultation and recommendations to clients
• Any other projects as assigned by the COO or VP of Strategic Accounts

Qualifications

• High school diploma or equivalent required.  Bachelor’s degree or equivalency preferred
• 3+ years of sales or recruitment experience or account management experience
• Preferred experience in physician recruitment or healthcare sales
• Proven track record in account management for healthcare recruitment
• Proven ability to effectively work with and sell to C-suite, HR departments, and senior executives
• Ability to effectively communicate with counterparts, management, clients, and internal departments
• Strong record to target achievement (sales, revenue, quotas, margins, etc.)
• Collaborative and supportive with colleagues
• Excellent presentation skills
• Excellent written and verbal communication skills
• Demonstrated experience in resolving issues, brainstorming, and problem-solving