nextech - Client Success Manager
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. • 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. • ## Working Environment/Physical Demands • Remote work environment. • Activities require a significant amount of sitting at office and work desks and in front of a computer monitor. • Long-distance or air travel as needed – approximately 10% travel.
Responsibilities
• 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.
Benefits
• We are a leader in specialty healthcare technology solutions. • We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits. • If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you. • Generous annual bonus opportunity • 401(k) with Employer Match • Flexible Time Off: take time off when you need it without worrying about available hours • 11 paid holidays • Your Day Your Way - Celebrate a day of cultural or social significance to you • Insurance: Choice of Medical, Dental, and Vision plans • Health Savings Account with employer match • Flexible Spending Account • 100% Company-Paid Parental leave (After 6 months with the company) • 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance • Nextech Luminary Peer Recognition Program • Wellness Program including discounts on medical premiums • Employee Assistance Program with free counseling sessions available • Corporate Discounts on Retail, Travel, and Entertainment
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