Customer Success Manager

The Customer Success Manager (CSM) focuses on building loyalty with assigned clients by increasing product adoption, addressing issues, and helping the Account Management team with upsells and renewals. The CSM develops strong, strategic partnerships with key accounts to ensure the highest level of client satisfaction. This position is responsible for proactively mitigating churn risk and managing retention efforts.

Essential Functions / Tasks / Duties / Responsibilities:

• Establish and maintain client relationships, 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

Competencies:

• 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.
• Experience with Salesforce and EHR’s preferred.

Education / Professional Certifications or Licenses:

• Bachelor's degree preferred

Experience Requirements:

• Five or more 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.
• EHR experience strongly preferred.

Work Environment / Physical demands/ Travel Requirements:

• This job operates in a professional remote office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.
• Travel to other OP hubs and client sites is required.

Core Values:

Office Practicum seeks to hire individuals who are able and willing to embrace our company’s performance based culture, as defined by our Core Values:

• We are Clinician First
• Pediatric Care is our Home
• We Deliver on our Commitments
• Our Success is Based on Results
• We Believe in the Power of Teams

We believe that consistently aligning our planning and execution with these core values will lead to long term success for both Office Practicum as well as the customers we serve.

Benefits:

Our team members enjoy a variety of benefits, including but not limited to:

• 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

Equal Employment Opportunity Statement:

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement:

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.