Customer Education and Product Operations Specialist, Healthcare Technology
Allscripts
Go
Client Success Manager, Hybrid
Rewards Network
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteSalary
💰 $62,000 - $70,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Go
About the role
- The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to questions and resolving issues. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. The Client Success Manager position plays a pivotal role in retaining and maximizing the value of the restaurants on the network.
- They will be assigned the portfolio of regional accounts, with a primary focus of retaining the accounts on the network (minimizing churn), reinforcing the value of our services (improving NPS scores), and upselling additional services (cash conversions).
- This is a hybrid position and requires in office presence two days a week in Chicago.
- Responsibilities include: Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
- Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, managing exclusions.)
- Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
- Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
- Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
- Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
- Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
- Share customer feedback and insights with the internal teams to shape future offerings.
Requirements
- At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
- Must have previous experience responding to a high volume of calls and emails related to client service.
- Must have a passion for client service.
- Experience using a CRM system such as Salesforce
- Proficiency with MS Excel, Word, PowerPoint, and Outlook.
- Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
- Strong written and verbal communication skills.
- Strong analytical and problem-solving skills and abilities.
- Attention to detail and excellent organization skills along with self-motivation.
- Ability to work independently and respond with flexibility.
- Willingness to learn new skills and software applications.
