Essential Functions
- Client Relationship Management & Engagement:
- Serve as the primary point of contact for assigned clients, ensuring exceptional customer experience and timely issue resolution.
- Conduct proactive client outreach in alignment with performance metrics to maintain strong engagement and satisfaction.
- Deliver product demonstrations and training to enhance client understanding, utilization and overall value of licensed products.
- Collaborate across departments (e.g., Sales, Support, Product, Finance) to ensure seamless communication and resolution of software performance issues.
- Document and track all client interactions using Salesforce, Excel or prescribed methods, ensuring accuracy and visibility.
- Retention & Growth Strategies:
- Maintain client renewal rates at or above company targets by driving client engagement and satisfaction.
- Identify and address at-risk accounts, developing improvement plans to proactively mitigate churn.
- Monitor account health and update client records to reflect accurate and real-time data.
- Support client retention initiatives, ensuring clients receive maximum value from their investment.
- Sales & Expansion Opportunities:
- Identify upsell and cross-sell opportunities within existing accounts and collaborate with sales representatives to drive expansion.
- Maintain a referenceable customer base, supporting sales and marketing initiatives by leveraging satisfied clients.
- Engage in marketing-led client success initiatives, following up on leads and ensuring high customer satisfaction.
- Operational Excellence & Support:
- Respond to inbound client inquiries in accordance with performance standards, resolving issues effectively, and enhancing the client experience.
- Facilitate successful account transitions post-sale/implementation by participating in kick-off calls and ensuring a smooth handoff.
- Process administrative work (e.g., credit memos, support escalations) as needed.
- Maintain compliance by ensuring all customer interactions adhere to industry regulations and company policies.
Minimum Requirements
- 2+ years of experience in a healthcare office setting, preferably in ophthalmology, dermatology, plastic surgery, orthopedics, or medical spa.
- Strong customer service skills with a problem-solving mindset.
- Excellent written and verbal communication skills, with the ability to articulate complex concepts effectively.
- Highly organized with strong judgment and interpersonal skills.
- Ability to travel up to 10%, including occasional weekends.
Preferred Qualifications
- Experience in client success or account management, preferably in SaaS, healthcare technology, or a customer-facing role.
- Bachelor’s degree in a related field or equivalent work experience.
- Understanding business strategy and ability to align client interactions with broader company goals.
- Proficiency in CRM tools such as Salesforce.