HX Client Success Manager

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.  

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging  by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve.  We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

Job Description

Our HX Success Manager plays a pivotal role as a key partner for our clients, ensuring their success, satisfaction, and growth with our products and services. You will serve as their primary advocate and trusted advisor, fostering strong relationships and delivering strategic guidance to maximize the value they derive from our solutions. As a key liaison between our company and our clients, you will leverage your communication skills and strategic mindset to build strong relationships, provide expert guidance, and drive tangible outcomes. 

Duties and Responsibilities 

• Relationship Building: Establish strong, multi-level client stakeholder relationships becoming a trusted advisor they can rely on for guidance and support. 
•  Problem Solving: Proactively identify issues or concerns and work cross-functionally to resolve them promptly, ensuring a seamless experience for the client. 
•  Communication: Provide polished and timely client communication and responsive follow through on all issues, actions, and escalations.  
• Product Expertise: Understand and develop a thorough knowledge of products and solutions across the entire Press Ganey portfolio (existing and on roadmap) to effectively address client needs.
• Renewal: Monitor client satisfaction and engagement levels to drive retention and identify opportunities for account growth. Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities 
• Expansion: Partner with Growth to assist with discovery and contribute to account plans and strategies. 
•  Advocate: Champion customer needs internally and mobilize other Press Ganey resources to maximize customer i