OpenLoop

Customer Success Manager

OpenLoop

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Serve as the primary point of contact for assigned clients, building and maintaining strong, long-term relationships ensuring satisfaction with OpenLoop’s solutions.
  • Provide expert-level technical support to clients, troubleshooting and resolving complex issues related to our products and services.
  • Work with the implementation team to guide new clients through the onboarding process.
  • Focus on maintaining a strong partnership and ensuring the clients continue to see value in our services
  • Excellent communication skills, with a passion for helping clients achieve their goals.
  • Work closely with internal teams to address any post-launch issues, troubleshoot concerns, and coordinate ongoing enhancements and product updates.
  • Conduct training sessions and provide ongoing education as needed.
  • Develop deep knowledge of our programs, products, and services, staying updated on new features and improvements.
  • Act as a program expert to clients, proactively offering tailored solutions for better outcomes and greater efficiencies.
  • Monitor client programs, analytics and overall satisfaction, identifying opportunities for improvement and growth.
  • Proactively address potential issues before they impact the client.
  • Work closely with cross-functional teams to ensure a seamless process for clients and their patients
  • Act as the voice of the client internally, providing feedback to the product and technical teams to ensure continuous improvement of OpenLoop's offerings.
  • Regularly review and analyze client data to identify trends, potential risks, and opportunities for upselling or cross-selling additional services.
  • Collaborate with the sales team to manage contract renewals and client upsells to ensure continued client satisfaction.
  • Other duties as assigned.

Requirements

  • Bachelor’s degree in Business, Computer Science, or a related field.
  • 3+ years of experience in a technical account management, customer success, or related role, preferably in a B2B environment, with a focus on post-implementation client engagement.
  • Strong technical background with the ability to understand and communicate complex technical concepts.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
  • Problem-solving mindset with a proactive approach to identifying and addressing client needs.
  • Experience with CRM software and other customer success tools.
  • Ability to work independently and manage multiple accounts and tasks simultaneously.
Benefits
  • Medical
  • Dental
  • Vision plans
  • Flexible Spending/Health Savings Accounts
  • Flexible PTO
  • 401(k) + Company Match
  • Life Insurance
  • Pet insurance
  • more

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical account managementcustomer successproblem-solvingdata analysisclient onboardingtechnical supporttroubleshootingproduct knowledgeupsellingcross-selling
Soft skills
communicationinterpersonal skillsrelationship buildingproactive approachrapport buildingtrust buildingclient advocacytrainingcollaborationindependence