Associate Customer Success Manager

DescriptionThe Associate Customer Success Manager (ACSM) focuses on building loyalty with assigned Office Practicum clients (1-2 providers) by increasing product adoption, addressing issues, and helping the Account Management team with upsells and renewals. The ACSM develops strong, strategic partnerships with small-sized 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 with small-sized practices (1-2 providers), understanding practice goals and challengesMeet with practice leadership proactively on a regular basisRecord and report on customer trends (successes, needs, issues)Provide high level product support and triage concerns properlyAddress escalated client issues with speed and urgency, orchestrating resources across the company as appropriateWork with pediatric practices to optimize their usage and expertise of Office PracticumProvide a smooth transition for customers after OP Implementation Driving growth through net retention improvements and lead generationInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scoresMeet and exceed set KPIs Contribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internallyIdentify and increase reference sitesRequirementsCompetencies: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.Experience with Salesforce and EHR’s preferred. Education / Professional Certifications or Licenses:Bachelor's degree preferredExperience Requirements: 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.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 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 FirstPediatric Care is our HomeWe Deliver on our CommitmentsOur Success is Based on ResultsWe Believe in the Power of TeamsWe 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 InsuranceLife Insurance401(k) with company matchPaid Time Off, Holidays, and Volunteer HoursCompany Wellness ProgramEmployee Assistance ProgramShort and Long Term Disability InsurancePet InsuranceTuition Assistance ProgramEmployee Recognition ProgramEqual 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.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.

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