Client Success Manager

Summary

Description

Purpose of Role:

As a Client Success Manager (CSM), the candidate will play a critical role in managing client relationships and enhancing the customer journey with the goal of maintaining overall satisfaction with our products and services. The candidate will be responsible for collaborating with hospital executives, clinicians, and leaders to understand client needs, drive improvements in client interactions, ensure a seamless, positive experience throughout the sales process, and meet key Client Success metrics and KPIs. The candidate's primary goal is to manage and build strong client relationships, drive revenue growth, and create loyal advocates for our brand.
 

Essential Responsibilities:

• Contribute to a customer-centric culture within the Client Success Team, emphasizing empathy, communication, and problem-solving.

• Develop a deep understanding of the company's products to effectively educate and assist clients.

• Build and maintain strong relationships with an intent on driving renewals, upsells, and cross-selling opportunities. Act as a trusted and consultative advisor to clients.

• Manage the overall account to ensure clients are getting maximum value from our products and services.

• Analyze client data and usage patterns to identify trends, opportunities for improvement, and potential areas of growth.

• Facilitate smooth and successful onboarding processes.

• Continually educate our clients through ongoing product and industry related compliance discussions.

• Regularly assess customer health scores and satisfaction. Proactively address any issues or concerns.

• Promptly resolve customer issues and readily advocate for client concerns internally.

• Collect and relay customer feedback to internal teams. Advocate for continuous improvement.

• Collaborate with internal teams to prepare reports and conduct quarterly business reviews with clients.

• Understand and meet key performance indicators (KPIs) and metrics specific to your role.

• Collaborate with other internal departments and across the organization to facilitate the execution of client strategies and goals.

• Assist in the planning and organizing of sales meetings.

• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Knowledge and understanding of healthcare economics & business.

• Knowledge of account management and selling techniques.

• Excellent problem-solving/critical thinking skills.

• Excellent verbal and written communication skills. Ability to be clear and concise in all forms of communication.

• Ability to present data in an easy-to-understand business case approach.

• Ability to articulate point of view and data points with concise language and approach.

• Ability to sell products and services.

• Ability to hit assigned sales targets with success, identify opportunities for growth in current accounts, and collaborate with the Business Development team to identify referrals and leverage relationships to gain new logos.

• Highly organized, with the ability to manage multiple projects simultaneously while completing all tasks on time.

• Desire to learn new concepts and stay on top of evolving industry trends.

• Familiarity with CRM solutions (Salesforce).

• High-level proficiency in using Microsoft Office.

• Comfortable working independently from home-based or remote offices.

• 3 or more years’ experience working as an account manager in the language access or related industry.

• Bachelor’s degree in a healthcare, technology, or language access related field or 5+ years equivalent competency-based experience in a similar role.
   

Nice to have Skills:

• Public Speaking and Presentation Skills: The ability to articulate the company's
  client experience vision and strategies in a compelling and persuasive manner both internally and externally.

• Crisis Management Expertise: Being prepared to handle and manage client
  service crises and difficult situations effectively, with empathy and resolution focused approaches.

• Industry-specific Knowledge: Understanding the nuances and trends within the
  Language Access industry and being prepared to tailor the client experience
  strategies to the unique needs of the target audience.

• Innovation and Technology Awareness: Staying up to date with emerging
  technologies, such as AI, chatbots, and CRM software, and the ability to implement innovative solutions to enhance the client experience and sales processes.

Relevant Working Conditions/ Physical Demands:   

• Ability to sit for extended periods of time.  - Continuous

• Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand or arm.  - Continuous

• Expressing or exchanging ideas by means of the spoken word.  Those activities in which they must convey detailed or important spoken instructions to other workers and/or clients accurately, loudly, or quickly.  - Continuous

• Lifting heavy objects greater than 50 lbs.  - Occasional

• Ability to stand and/or walk for extended periods of time.  - Continuous

• Ability to travel overnight, domestically.  - Up to 50% of the time

Equiti is an Equal Opportunity Employer Committed to creating a diverse and inclusive company culture.  We do not discriminate against candidates and employees due to age, disability, sex, race, gender identity, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.

The Company is committed to making modifications to its hiring process to make it accessible for people with disabilities.