Voted #1 EHR by PC Mag, WRS Health delivers a fully integrated cloud based EMR and practice management solutions to its clients. We bring solutions to physicians by providing constant enhancement of our products and services including EHR, practice management, marketing, patient coordination and billing.
Job Purpose and RoleWe are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. As a Customer Success Manager, you will act as a liaison between the customers and development team. You will work closely with clients to understand their feedback and business needs, provide expert guidance, and deliver exceptional service throughout their journey with us. You will act as a trusted advisor and advocate for our clients, ensuring they fully leverage our products/services to deliver value through the effective use of the SaaS product or service.
Job Duties and Responsibilities- 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, development) 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..
Location: Remote | Full-time
Hours: Available during standard US business hours (9am-5pm EST or 8:30am-4:30pm EST)
Skills Required
- Bachelor's degree in business, marketing, or a related field
- Proven experience in a customer-facing role
- Excellent communication and interpersonal skills
- Strong problem-solving skills
- Ability to analyze data and derive actionable insights
- Demonstrated ability to manage multiple customer accounts
- Strong business acumen and understanding of customer value
What We Do
More than just a cloud-based EHR & Practice Management software. At WRS Health, our commitment to helping physicians find balance in their roles, as healer, business owner, and human being, informs everything we do. That’s why we’ve developed systems and processes that simplify and automate the operational tasks of running a practice, resulting in business growth, so you can focus your time and energy on patient care. Our tools are designed to electronically manage both clinical and billing information with ease and efficiency. Each module within the EHR interconnects to ensure practice success and optimization, starting at the very first patient interaction. We also offer services, such as Virtual Front Desk Assistant, MIPS Management, and Revenue Cycle Management, that support practices in the automation and the redistribution of tasks to qualified personnel. With some EHRs, hands-on support ends when implementation is complete. That is not the case at WRS Health. We continually provide solutions that identify and address the root causes of systemic errors. Your dedicated account manager makes certain that there is constant alignment between your practice and WRS Health throughout our partnership. View the full list of features and services available at wrshealth.com. ****** Voted #1 by PCMag, WRS Health is a FHIR API certified Electronic Medical Record (EHR) and Practice Management System (PM). The EHR and PM V7.0 is Surescripts® certified for E-Prescribing.
