Core Responsibilities:
Client Relationship Management & Strategic Partnership (35%):
- Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact.
- Understand clients' business goals, challenges, and needs through regular discovery and consultation.
- Act as a strategic partner offering proactive solutions aligned with client objectives.
- Communicate regularly with clients via email, phone, video conferences, and other channels.
- Provide guidance on how clients can best utilize solutions to meet their specific needs.
- Build rapport and ensure clients feel valued, supported, and heard throughout their journey.
- Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally.
Client Onboarding & Product Adoption (30%):
- Assist new clients during onboarding, ensuring smooth implementation and setup.
- Provide education and training on product features, benefits, and best practices.
- Conduct product training sessions to ensure clients are proficient in using offerings.
- Guide clients through initial setup with clarity about services, procedures, and expectations.
- Facilitate enrollment and verify that all documentation is accurate and complete.
- Monitor early adoption patterns and provide proactive support during critical first 90 days.
- Ensure clients achieve early wins and understand the value proposition clearly.
Account Growth & Performance Monitoring (20%):
- Monitor and analyze client usage data to identify trends, opportunities, and potential issues.
- Identify opportunities for upselling or cross-selling additional products or services.
- Collaborate with sales teams to explore potential growth avenues and expansion opportunities.
- Track and report key performance metrics related to client success and engagement.
- Proactively address underutilization or engagement drops before they lead to churn.
- Present business reviews showcasing ROI, usage insights, and recommendations.
- Drive account expansion through strategic consultation and value demonstration.
Issue Resolution & Cross-Functional Collaboration (10%):
- Act as a liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues.
- Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence.
- Ensure timely and satisfactory issue resolution to maintain client satisfaction.
- Partner with Care Operations, Revenue Operations, and other teams to optimize workflows.
- Work cross-functionally to address client needs and remove barriers to success.
- Advocate for clients internally, ensuring their voice influences product and process decisions.
Documentation, Reporting & Process Improvement (5%):
- Maintain up-to-date client interaction records in CRM and management systems.
- Gather client feedback to help improve products, services, and internal processes.
- Create and maintain reports on client success metrics and KPIs.
- Identify opportunities to improve internal workflows and contribute to operational efficiency.
- Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality.
- Document best practices, success stories, and lessons learned for team knowledge sharing.
Requirements:
Must-Haves (Required):
- Experience: 1-2+ years in customer success, account management, client-facing roles, or related positions (preferably in healthcare, telemedicine, SaaS, or technology-driven environments).
- Client Focus: Proven ability to build and maintain strong relationships with clients and stakeholders.
- Communication: Exceptional written and verbal communication skills with a compassionate, professional approach.
- Strategic Thinking: Ability to understand client business goals and provide strategic guidance.
- Problem-Solving: Strong analytical and conflict-resolution abilities with a proactive mindset.
- Organization: Exceptional organizational skills and attention to detail with the ability to manage multiple accounts.
- Tech Proficiency: Proficient in CRM tools, scheduling systems, and modern productivity software.
- Remote Work: Self-motivated and adaptable to remote work environments with proven ability to work independently.
- Data-Driven: Comfortable analyzing usage data and metrics to inform decisions.
- Adaptability: High adaptability in fast-paced, technology-driven environments.
Nice-to-Haves (Preferred):
- Experience in healthcare, telemedicine, pediatric services, mental health, or behavioral health settings.
- Familiarity with ADHD care, family support services, or clinical workflows.
- Background in SaaS, digital health platforms, or AI-powered solutions.
- Understanding of provider pain points and healthcare operational challenges.
- Experience with account growth, upselling, and revenue expansion.
- Exposure to HIPAA compliance and handling confidential health information.
- Product training or enablement experience.
- Experience conducting business reviews and presenting to stakeholders.
- Background supporting C-level executives or healthcare providers.
- Familiarity with clinical documentation or medical terminology.
Tools Proficiency:
Must-Haves (Required):
- CRM Systems: Zendesk, Salesforce, HubSpot, Intercom, or similar platforms.
- Communication: Email (Gmail/Outlook), Slack, Microsoft Teams, Zoom.
- Scheduling: Calendly, Google Calendar, or equivalent booking systems.
- Productivity: Google Workspace (Docs, Sheets, Drive) or Microsoft Office Suite.
- Video Conferencing: Zoom, Google Meet, or Microsoft Teams.
Nice-to-Haves (Preferred):
- Healthcare Systems: EMR (Electronic Medical Records) or EHR platforms.
- Project Management: Notion, Asana, Airtable, Trello, or ClickUp.
- Analytics: Data visualization tools or business intelligence platforms.
- Customer Education: LMS (Learning Management Systems) or training platforms.
- Automation: Zapier or workflow automation tools.
- Support Ticketing: Advanced knowledge of Zendesk, Freshdesk, or similar platforms.
