Customer Success Associate

The Customer Success Associate position is the entry level role on the Customer Success Management team at PatientPop. As a Customer Success Associate (CSA), you will be responsible for the overall success and retention of a book of business of PatientPop Customers. The CSA will be expected to proactively reach out to customers in order to: guide customer program success and strategy, conduct recurring business reviews, identify upsell opportunities, and manage customer renewals. The CSA must be versatile as they'll interact with different customers at different levels every day while working closely with different departments at PatientPop. If you pride yourself on being able to build relationships with anyone, creating an exceptional customer experience, finding creative solutions for customers’ issues, and do not hesitate to jump on the phone with clients, please apply.

Responsibilities

• Own the overall post-launch relationship with PatientPop customers
• Increase customer platform usage and adoption
• Ensure customer retention and contract renewal
• Ensure customer satisfaction
• Upsell and uncover new revenue opportunities
• Establish a trusted strategic advisor relationship with PatientPop customers to drive strategic value
• Develop, prepare, and nurture customers for advocacy
• Work with customers to establish critical goals, key performance indicators, and aid the customer in achieving their goals
• Manage customer escalations
• Conduct product training and best practices webinars

Required Experience and Skills

• Strong knowledge of and comfort with speaking about PatientPop’s value proposition
• Ability to comfortably navigate PPAdmin, Salesforce, Google Drive, and other internal systems
• Strong knowledge of PatientPop’s Professional Services teams and their value propositions
• Proficient in SEO basics
• Comfortable speaking on the phone and by email to customers, with excellent verbal and written communication skills
• Proven track record of managing escalated situations, balancing expectations, and negotiating successful resolutions
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail and prioritize appropriately
• Enthusiasm about consultative upselling and identifying opportunities to expand customers’ adoption of the PatientPop product by identifying additional products for their customers
• Ability to interact with client teams at various levels of technical and non-technical depth
• Proficient in Word, PPT, Excel
• Outstanding analytical, problem-solving, organization, prioritization and multitasking skills
• You flourish in our high-growth tech environment and adapt well to change

Nice-To-Have Experience and Skills

• Knowledge of Google Analytics
• Previous Account Management Experience
• Sales and/or consultative upselling experience