The Manager, Client Success is responsible for managing the team of Client Success Managers. Management includes overseeing and ensuring successful proactive outreaches, customer client business reviews, securing reference accounts, cross collaboration with support and product for NPS scores, maintaining the growth of the customer base, leads for sales, and overall meeting score card metrics within client success, as well as mentoring staff members, delegating responsibility and expecting accountability. There is a high degree of collaboration and negotiation required among internal departments to achieve successful outreach for a customer and maintain productive use of the software.
Essential Functions:
- Assign new customers according to specialty and skill set
- Coach and develop members of the Client Success team
- Provide oversight to ensure that issues brought up from customers coming out of implementation and post go-live are driven to closure with support and product teams
- Serve as an escalation point for customers managed by client success managers
- Establish and conduct periodic reviews, assessing presentation skills for quality assurance
- Collaborate with sales and support peers to ensure the best practices are being adhered to customer journey
- Provide guidance and assist as necessary on customer issues
- Provide dashboard metrics to leadership on client success score card metrics
- Maintain slotting calendar to ensure capacity is properly balanced
- Ensure proactive outreaches are managed with successful outcomes
- Develop metric requirements for monthly operational review on score card metrics within client success
- Ensure organizational readiness for the client success manager team with regard to new product features
- Establish a structure to ensure that all customer interaction is appropriately documented, and SOPs are being adhered to
- Monitor the progress of all score card objectives and guide staff to adjust as necessary to ensure successful completion
- Onboarding & Offboarding (including recruiting, interviewing, hiring, onboarding, performance management, and termination)
- Carry out additional responsibilities as assigned based on business need
In addition to working in accordance with appropriate conduct and behavioral standards, specific responsibilities of this role include:
Minimum Requirements:
- Minimum 5 years of customer success experience
- Demonstrated ability to cultivate strong relationships & influence behavior
- Excellent verbal and written communication skills
- Excellent attention to details & time management skills
- Strong critical thinking & problem-solving skills
- Strong negotiation & collaboration skills
- Proficiency in Microsoft Office products
Preferred Qualifications:
- Minimum 2 years of leadership experience
- Proficiency with Salesforce
- Bachelor’s degree preferred
Working Environment/Physical Demands
- 100% Remote
- Long-distance or air travel as needed
- Activities require a significant amount of work in front of a computer monitor
Generous annual bonus opportunity
Skills Required
- Minimum 5 years of customer success experience
- Demonstrated ability to cultivate strong relationships and influence behavior
- Excellent verbal and written communication skills
- Excellent attention to detail and time management skills
- Strong critical thinking and problem-solving skills
- Strong negotiation and collaboration skills
- Proficiency in Microsoft Office products
- Minimum 2 years of leadership experience
- Proficiency with Salesforce
- Bachelor's degree
What We Do
Nextech’s specialty-focused technology solutions are personalized to meet the unique workflow requirements of specialty providers, helping practices increase efficiencies across their clinical, administrative, financial and marketing functions using a single platform. Offering all-in-one, ONC-certified electronic medical records (EMR/EHR), practice management, revenue management, and patient engagement software and services, Nextech is recognized as the top single solution provider for ophthalmology, plastic surgery and dermatology, serving a client base of more than 9,000 providers and 50,000 office staff members. Offering physicians intelligent healthcare technology, Nextech focuses on the success of its specialty practices through consultative guidance and implementation of solutions tailored to the speed and workflows of individual providers.
