Associate Client Success Manager (Remote - US)

Why join Nextech?   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.   We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.   This role is open in all states within the United States except for: California, New York, Washington, and Colorado.
The Associate Client Success Manager serves as the primary relationship manager between our clients and our internal stakeholders. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
Essential Functions

Serve as primary contact for assigned clients on any/all matters relating to customer satisfaction and/or problem resolution

Provide minimum number of “Client Touches” as outlined in performance metrics for the ACSM role to ensure exceptional customer experience

Present and demonstrate any aspect of products currently licensed to the customer in order to refamiliarize, orient provide value to the user/customer to maximize customer experience

Proactively collaborate internally and cross-departmentally to keep all accounts apprised of any potential issues to their software performance timely (Ex: Former Customer campaign, Ophth/Derm list, Sunsetting of products, Azure outages, etc.) and monitor/record the status of all customer communication in Salesforce, Excel or other prescribed method. This includes processing of administrative work i.e. credit memos.

Continue to maintain client renewal rate at or above company required goals in designated territory. Address exit strategies as needed and update SF record to include attrition details accurately.

Following up on any client success / account management issues that are routed through marketing leads to ensure customer satisfaction

Identify and escalate (to inside sales representative) sales opportunities from within the existing customer base as assigned, maintaining a continuous focus on growth and expansion within existing clients

Respond to inbound calls in accordance with performance standards for the ACSM role, resolving customer issues and ensuring an exceptional client experience

Work with inside sales manager to collaborate on client experience as necessary to ensure a positive outcome

Fully accountable for maintaining a referenceable customer base for assigned territory by facilitating on-site visits with existing customers, collaborate with inside and new business sales team to leverage current account relationships for prospective sales, and ensuring minimum level of “client touches”.

Participate in kick off calls to successfully transition account ownership post-sale/implementation.

Complete customer care calls to build and secure strong client relations resulting in unsurpassed client satisfaction

Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents

Carry out additional responsibilities as assigned based on business needs

Minimum Requirements

1-2 years of client success / account management experience

Excellent customer service skills

Exceptional written and verbal communication skills

Demonstrated ability to problem solve; strong judgment and interpersonal skills

Ability to work effectively with all levels of the organization;

Approachable, professional, patient, balanced approach to handling tasks of varying priority and stress levels

Ability to travel throughout the year, including occasionally on weekends

Work Environment/Physical Demands

Remote work

Long distance or air travel as needed

This role requires a significant amount of work in front of the computer with communication through daily through chat, phone calls, and virtual meetings.

Total Rewards

Generous annual bonus opportunity

401(k) with Employer Match

Flexible Time Off: take time off when you need it without worrying about available hours

10 paid holidays

Volunteer Time Off

Insurance: Choice of Medical, Dental, and Vision plans

Health Savings Account with employer match

Flexible Spending Account

100% Company-Paid Parental leave

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

Pet Insurance options

Total Rewards   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 Access to Linkedin Learning courses for professional development 100% Company-Paid Parental leave (After 6 months with the company) Company-Paid Life Insurance and Short/Long Term Disability Insurance Nextech Luminary Peer Recognition Program Employee Assistance Program with free counseling sessions available Corporate Discounts on Retail, Travel, and Entertainment