Initiate and conduct NPS surveys on a regular basis to collect feedback from customers
After collecting NPS responses, analyze the data to understand the overall customer sentiment and identify trends or patterns in the feedback
Follow up with customers who provide low NPS scores (detractors) to understand the reasons behind their responses
Reach out to customers who provide high NPS scores (promoters) to thank them for their positive feedback and potentially leverage their positive experiences as testimonials or case studies
Based on client feedback, collaborate with cross-functional teams (e.g., product, account management, marketing) to develop action plans and make improvements to enhance the customer experience and address any pain points
Track the impact of the implemented improvements on customer satisfaction over time
Continuously monitor the NPS scores and other customer feedback metrics to ensure ongoing customer success

Bachelor's degree in business, marketing, or a related field (or equivalent practical experience)
Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, Call Center Management or Client Relationship Manager
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
Strong problem-solving skills and a proactive approach to finding solutions
Ability to analyze data and derive actionable insights to drive customer success
Demonstrated ability to manage multiple customer accounts and prioritize tasks effectively
Strong business acumen and understanding of how to drive customer value and ROI
A positive attitude, adaptability, and a willingness to learn and grow.

Make a positive impact on patient care by providing the best available medical practice solutions
Join a successful and continually growing USA-based company established in 1999 whose company size has doubled within the last 3 years
Become part of a team-oriented environment

Client Success Manager

Key skills