Key Responsibilities:
- Lead, mentor, and develop a team of Client Success Managers to drive high client satisfaction and retention.
- Develop and implement long-term client success strategies that align with business objectives.
- Utilize advanced communication and negotiation skills to resolve client concerns and enhance relationships.
- Analyze performance metrics related to revenue cycle to identify trends and areas for improvement.
- Support consultative sales initiatives, including upsell and renewal efforts, in collaboration with the sales team.
- Oversee the creation of educational marketing content to support client engagement and success.
- Partner with internal teams, including sales, operations, and marketing, to enhance the client experience.
- Establish best practices for client success management and ensure consistency across the team.
- Drive continuous improvement initiatives by gathering and acting on client feedback.
Skills & Competencies:
- Leadership: Ability to inspire and guide a team to achieve high performance and client satisfaction.
- Strategic Thinking: Strong ability to develop and implement long-term client success plans.
- Consultative Sales Acumen: Experience leading and supporting consultative sales initiatives and upsell opportunities.
- Data Analysis: Proficiency in analyzing revenue cycle metrics to drive client success strategies.
- Advanced Communication & Negotiation: Ability to effectively communicate and negotiate with clients at all levels.
- Content Development: Ability to create educational marketing materials that enhance client engagement.
Requirements:
- Experience: Minimum of 8 years in client success or account management within revenue cycle management, with at least 2 years in a managerial role.
- Proven success in improving client satisfaction and retention rates.
- Experience leading and developing high-performing client success teams.
- Strong track record in supporting consultative sales and upsell opportunities.
- Demonstrated ability to create educational marketing content.