Associate Customer Success Manager

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