Associate Customer Success Manager

Office Practicum is focused on enhancing client satisfaction and product adoption through their Associate Customer Success Manager role. This position is responsible for building relationships with small-sized practices, addressing client issues, and driving growth through retention and upselling efforts.ResponsibilitiesEstablish and maintain client relationships with small-sized practices (1-2 providers), understanding practice goals and challengesMeet with practice leadership proactively on a regular basisRecord and report on customer trends (successes, needs, issues)Provide high level product support and triage concerns properlyAddress escalated client issues with speed and urgency, orchestrating resources across the company as appropriateWork with pediatric practices to optimize their usage and expertise of Office PracticumProvide a smooth transition for customers after OP ImplementationDriving growth through net retention improvements and lead generationInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scoresMeet and exceed set KPIsContribute to product roadmap by feeding back the customer’s voice, empathetic listening to them and translating their needs internallyIdentify and increase reference sitesSkillsEstablishes and maintains effective relationships with customers and gains their trust and respectAble to communicate orally and in writing, with clarity and good effectIdentifies opportunities and issues, proactively acts and follows through on work activitiesAble to operate within the remote work environment through social communication and interactionsAble to solve problems using logic, judgment and data to determine effective solutionsAble to manage and prioritize a high volume of customer relationships while delivering responsive, high-quality service1-3 years of demonstrated client focused experience, preferably in a Client Success or Account Management roleExperience in healthcare practice management or the software industryExperience in a highly dynamic environmentExperience in navigating challenging business mattersThis job operates in a professional remote office environmentThis role routinely uses standard office equipment such as laptop computers and smartphonesTravel to OP hubs and client sites is requiredExperience with Salesforce and EHR's preferredBachelor's degree preferredEHR experience strongly preferredBenefitsMedical, Prescription, Vision, and Dental InsuranceLife Insurance401(k) with company matchPaid Time Off, Holidays, and Volunteer HoursCompany Wellness ProgramEmployee Assistance ProgramShort and Long Term Disability InsurancePet InsuranceTuition Assistance ProgramEmployee Recognition ProgramCompany OverviewOP is the industry leader in pediatric-specific EHR technology and practice solutions, built by pediatricians, for pediatricians. It was founded in 1982, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is http://www.officepracticum.com.



Apply To This Job