Associate Customer Success Manager

Office Practicum is focused on building loyalty with clients through their Associate Customer Success Manager role. The ACSM is responsible for developing strong partnerships with small-sized accounts, increasing product adoption, and ensuring high levels of client satisfaction while managing retention 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

Requirements:

• 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
• 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