Client Success Manager
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Job Description
Customer Success Manager working remotely to enhance client satisfaction for WRS Health's integrated cloud-based EHR solutions. Engaging with clients to maximize their use of our services.
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, marketing) 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
Requirements:
- 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.
Benefits:
- Make a positive impact on patient care by providing the best available medical practice solutions
- Join a successful and continually growing USA-based company established in 1999 whose company size has doubled within the last 3 years
- Become part of a team-oriented environment
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