Office Practicum is focused on enhancing client satisfaction and product adoption through their Associate Customer Success Manager role. This position is responsible for building relationships with small-sized practices, addressing client issues, and driving growth through retention and upselling efforts.
Responsibilities
- 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
- Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internally
- Identify and increase reference sites
Skills
- 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
- 1-3 years of demonstrated client focused experience, preferably in a Client Success or Account Management role
- Experience in healthcare practice management or the software industry
- Experience in a highly dynamic environment
- Experience in navigating challenging business matters
- This job operates in a professional remote office environment
- This role routinely uses standard office equipment such as laptop computers and smartphones
- Travel to OP hubs and client sites is required
- Experience with Salesforce and EHR's preferred
- Bachelor's degree preferred
- EHR experience strongly 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
Company Overview
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