Client Success Executive

Client Success Executive (CSE) for Marketware Analytics + PRM Products

Marketware, a division of Medsphere Systems Corporation, is a healthcare web-based platform servicing health systems of all sizes and independent specialty groups with four different products: 

1. Marketware Analytics: a business intelligence tool that analyzes provider claims data for network utilization, shared patient trends, and provider-payer mix. 
2. Marketware PRM: a provider relationship platform for physician liaisons, business development reps, and strategy teams to track provider engagement and demographics.
3. Marketware Recruit: an applicant tracking system designed specifically for tracking physicians and advanced care providers through your customized recruitment workflow.
4. Marketware Onboard: a project management system that supports the complex, system-wide processes involved in effective physician integration.

This Client Success Executive Position is to support our Marketware Analytics and PRM products. Candidates with experience in provider claims data and provider relationship management are encouraged to apply.

Five Essential Elements of CSE’s job/role:

1. Client Retention:  Proactively working with clients to secure recurring renewals and working with at-risk accounts to prevent revenue churn.
2. Client Adoption:  Oversee new client implementations and continue to provide ongoing training on utilizing our products with measurable value throughout the client's contract duration.
3. Client Engagement:  Establish regular touchpoints with the client to collect feedback, share product updates, identify any issues, and track overall satisfaction.
4. Client Expansion:  Evaluate which clients may benefit from additional products and services within the Marketware division and Medsphere Systems Corporation.  
5. Client Advocacy:   Identify clients for marketing and sales to participate in/as references, webinars, presentations, and case studies.

Other CSE Responsibilities

• Lead implementation process from start to finish.
• Liaison client’s needs through various Marketware/Medsphere departments such as business intelligence, product development, finance, legal, etc.
• Keep the client engaged in regularly using products.
• Build customer loyalty to a referenceable level.
• Ensure any client issues are resolved promptly.
• Advocate for productive client requests to BI and product development.
• Forecast client renewals 3, 6, and 12 months in advance.
• Availability to travel for on-site client training or educational conferences (1-2 weeks per year maximum).

Experience & Qualifications

• Five years of experience in a healthcare organization’s physician relations, business development, recruitment, or onboarding department or client success role.
• Exceptional ability to navigate a cloud-based platform and sufficient comfort level with products such as Excel, DocuSign, NetSuite, and Jira.
• Experience in building relationships with clients at both the operational and executive levels (roles such as CEOs, VPs, Directors, Practice Administrators, Physician Liaisons, Physician Recruiters, and Onboarding Specialists) .
• Confidence in navigating contract, renewal, and pricing conversations with executive-level.
• Excellent interpersonal skills and exceptional verbal and written communication skills.