Client Success Specialist

Job Description:

We're looking for a Client Success Specialist to join our team!  

Phreesia is looking for a Client Success Specialist to join our team! You will be responsible for supporting account owners in driving adoption and utilization of products, growing revenue through upsell opportunities, maintaining high contract renewal rates, and increasing overall client satisfaction. Our mission is to create a better, more engaging healthcare experience by helping healthcare providers better understand their patients. You will contribute to our mission by optimizing a solution that best fits the needs of our clients. Clients include primary care, single-specialty and multi-specialty practices, health systems, and hospitals. The position interacts with clients virtually. Highly organized individuals with excellent communication skills and a strong desire to learn who thrive in a fast-paced environment will excel in this role. 

Our mission is Making care easier everyday by helping healthcare providers better understand their patients. You will contribute to our mission by optimizing a solution that best fits the needs of our clients. Clients include primary care, single-specialty and multi-specialty practices, health systems, and hospitals. The position interacts with clients virtually. Highly organized individuals with excellent communication skills and a strong desire to learn who thrive in a fast-paced environment will excel in this role.  

What You'll Do:   

• Manage client satisfaction of our clients through exceptional service resulting in client retention and expansion  

• Strategically drive adoption of specific products and features within the Phreesia solution, growing our footprint and ensuring maximum business benefits for the client  

• Grow revenue by identifying clients that have the opportunity for add on/upsell products by collaborating with sales to build a business case for the client.

• Develop a deep understanding of the Phreesia platform and its capabilities and serve as an SME providing guidance and best practices to clients to optimize their use of the platform and achieve their goals. 

• Partner with the account owner and client executives and  key business leaders to present Executive Business Reviews remotely and maintain strong relationships with clients , serving as one of their point of contacts for inquiries, support and escalations 

• Proactively address client risks based on product usage trends and key performance indicators to minimize churn 

• Collaborate with Phreesia teams, including Market Development, Support, Product Management, Client Services and Sales, to address customer issues   

• Resolve escalations, raising to senior leadership when appropriate, and assist junior team members with change management support 

• Actively listen to clients, build rapport and trust to better understand their needs and create custom solutions, and support junior team members with developing solutions  

• Be a client advocate while capturing client feedback and reporting and prioritizing requests to our Product Management team   

• Determine new use cases for existing Phreesia products and offer recommendations to clients  

• Coordinate internal account team effort and develop best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes   

• Own and drive change management process and actively help to gain buy-in from peers on new initiatives  

• Develop and deliver training materials and resources to empower clients to effectively utilize the Phreesia platform and conduct regular training sessions to enhance client knowledge and proficiency 

What You'll Bring:  

• 7+ years experience in client success and/or account management with strategic or enterprise customers   

• SaaS or Healthcare Technology experience preferred  

• Experience generating opportunities and/or upselling to book of business required  

• Strong drive to grow current customers via add on, upsell, and expand activities   

• Confident, high energy, self-motivated, detail oriented, and a true team player    

• Ability to prioritize multiple demands in a fast-paced and dynamic environment      

• Ability to work with multiple customers at once to understand their needs and develop custom solutions    

• Superior leadership, influence, interpersonal communication, presentation, meeting facilitation, and telephone skills   

• Excellent problem-solving abilities, with a proactive customer centric approach 

• Detail oriented and highly organized with the ability to manage multiple priorities and deadlines 

• Ability to own and drive internal process improvement initiatives   

• Ability to mentor and motivate junior team members, providing guidance on client strategies and meeting business objectives

Shift timing:

• IST 03:30 PM – 12:30 AM /4:30 PM - 1:30 AM

• IST 05:30 PM – 02:30 AM/ IST 06:30 PM – 03:30 AM  

Weekly Rejuvenation Breaks - Saturday & Sunday  

Shift expectations. In order to better collaborate with the North American team and provide a superior customer experience to our US-based clients, all India-based employees work night shift schedules.

All new employees start on the 5:30pm IST to 2:30am IST (during daylight savings time) / 6:30pm IST to 3:30am IST shift (during standard time) for a minimum of six months.

We have a second night shift from 3:30pm IST to 12:30am IST (during daylight savings time) / 4:30pm IST to 1:30am IST (during standard time).

Important: requests to move to the second night shift (see above for times) will be considered only after an employee has been in the 5:30pm IST to 2:30am IST (during daylight savings time) / 6:30pm IST to 3:30am IST shift for at least six months and are based on current business needs.

Please note, being fully available during working hours is a non-negotiable expectation for all employees.

Who We Are:  

At Phreesia, we’re looking for smart and passionate people to help drive our mission of making care easier every day. We’re committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.  

Phreesia cares about our employees by providing a diverse and dynamic work environment. We’re a seven-time winner of Modern Healthcare Magazine’s Best Places to Work in Healthcare award and we’ve been recognized on the Bloomberg Gender Equality Index for the past three years. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit!   

Who We Are:

At Phreesia, we’re looking for smart and passionate people to help drive our mission of making care easier every day. We’re committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.

Phreesia cares about our employees by providing a diverse and dynamic work environment. We’re a seven-time winner of Modern Healthcare Magazine’s Best Places to Work in Healthcare award and we’ve been recognized on the Bloomberg Gender Equality Index for the past three years. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit!