Client Service Manager
TELUS
Client Services Consultant
Axuall
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead clients through the full lifecycle—from kickoff and implementation to post-launch and continuous improvement—ensuring successful configuration, deployment, and adoption for the Confirm solution (with potential to support other Axuall products as needed).
- Partner with healthcare systems and staffing organizations to configure and launch Axuall solutions, aligning implementation activities with client goals.
- Create and deliver tailored onboarding and training experiences that ensure high adoption and satisfaction.
- Monitor usage and adoption to ensure the client is on track to achieve stated ROI goals.
- Support change management by building adoption strategies, addressing resistance, and cultivating client champions.
- Identify and mitigate risks to implementation success early and effectively.
- Develop a comprehensive training curriculum and onboarding toolkit for the product to ensure consistency and scalability across implementations.
- Enable internal Axuall team members to support and scale the implementation model through training, documentation, and shared best practices.
- Lead change management efforts to drive adoption of new workflows, tools, and practices across internal teams and client organizations.
- Document client workflows, success stories, and pain points to inform ongoing process improvement and product evolution.
- Partner with Sales and Customer Success to support client expansion opportunities by providing data, insights, and success stories that demonstrate ROI and measurable value.
- Act as a trusted advisor to healthcare sourcing, recruiting, and credentialing teams, leveraging industry knowledge to guide best practices and workflow optimization.
- Partner with Product and Engineering to provide real-world feedback and suggest enhancements that improve usability and scalability.
- Continuously assess and optimize implementation, onboarding, and support processes to drive adoption, satisfaction, and measurable outcomes.
- Maintain ongoing communication and governance cadence with customers (e.g., monthly/quarterly reviews) to ensure alignment on goals and performance.
- Manage service requests and escalations, ensuring timely resolution and proactive follow-up.
- Provide performance reports, metrics, and insights on utilization, adoption, and outcomes to internal and external stakeholders.
- Collaborate cross-functionally with Customer Success, Sales, and other teams to ensure a seamless customer lifecycle experience.
Requirements
- 5+ years in healthcare technology (software implementation, client training, or customer success) with healthcare recruiting or credentialing experience; hospital/provider credentialing and/or recruiting/sourcing is a strong plus.
- Excellent solutioning skills, consulting closely with clients to map out workflows and leveraging Axuall’s products to solve their needs.
- Proven project management experience, including planning, coordinating, and executing complex, cross-functional initiatives that deliver measurable outcomes.
- Excellent communication skills—able to translate complex product features into clear, actionable guidance for clients.
- Experience creating scalable training materials and onboarding programs.
- Confidence in navigating ambiguity and helping bring structure to new processes.
- Comfort working independently, with a bias for action and accountability.
Benefits
- Comprehensive Health Insurance
- 401(k) with Employer Match
- Wellness Stipend
- Professional Development Reimbursement
- Work From Home Stipend
- Remote Work Flexibility
- Unlimited PTO
- Paid parental leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
software implementationclient trainingproject managementworkflow optimizationtraining curriculum developmentonboarding toolkit creationdata analysischange managementperformance reportingrisk mitigation
Soft skills
solutioningcommunicationconsultingindependenceaccountabilityadaptabilitycollaborationclient relationship managementproblem-solvingleadership
