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Manager, Client Success
Nextech SystemsUnited States, United Statesfull_timeVerifiedPosted 5 Nov 2024
About the role
Why join Nextech?
We are a leader in specialty healthcare technology solutions, headquartered in Tampa, FL.
We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.
Job Summary:
The Manager, Client Success is responsible for leading a team of Client Success Managers. This includes overseeing and ensuring successful proactive outreaches, customer client business reviews, securing reference accounts, cross collaboration with support and product for NPS scores, maintaining the growth of the customer base, leads for sales, and overall meeting score card metrics within client success, as well as mentoring staff members, delegating responsibility and expecting accountability. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
We are a leader in specialty healthcare technology solutions, headquartered in Tampa, FL.
We are an ever-growing team, guided by our iCREATE values of Integrity, Collaboration, Respect, Empowerment, Accountability, Trust, and Excellence. We hold these values in high regard and are driven to succeed in all we do.
We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.
If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact talent@nextech.com.
Job Summary:
The Manager, Client Success is responsible for leading a team of Client Success Managers. This includes overseeing and ensuring successful proactive outreaches, customer client business reviews, securing reference accounts, cross collaboration with support and product for NPS scores, maintaining the growth of the customer base, leads for sales, and overall meeting score card metrics within client success, as well as mentoring staff members, delegating responsibility and expecting accountability. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.
Essential Functions
- Assign new customers according to specialty and skill set
- Coach and develop members of the Client Success team
- Provide guidance to ensure that issues brought up from customers coming out of implementation and post go-live are driven to closure with support and product teams
- Serve as an escalation point for customers managed by client success managers
- Establish and conduct periodic reviews, assessing presentation skills for quality assurance
- Collaborate with sales and support peers to ensure best practices are being adhered to customer journey
- Provide guidance and assist as necessary on customer issues
- Provide dashboard metrics to leadership on client success score card metrics
- Maintain slotting calendar to ensure capacity is properly balanced
- Ensure proactive outreaches are managed with successful outcomes
- Develop metric requirements for monthly operational review on score card metrics within client success
- Ensure organizational readiness for the client success manager team with regard to new product features
- Establish structure to ensure that all customer interaction is appropriately documented
- Monitor the progress of all score card objectives and guide staff toad just as necessary to ensure the successful completion
- Onboarding & Offboarding (including recruiting, interviewing, hiring, onboarding, performance management, and termination)
- Carry out additional responsibilities as assigned based on business need
Minimum Requirements
- Minimum 2 years leadership experience
- Minimum 5 years customer success experience
- Demonstrated ability to cultivate strong relationships & influence behavior
- Excellent verbal and written communication skills
- Excellent attention to details & time management skills
- Strong critical thinking & problem-solving skills
- Strong negotiation & collaboration skills
- Proficiency in Microsoft Office products
- Proficiency with Salesforce
- Bachelor’s degree preferred
Working Environment/Physical Demands
- Hybrid work environment
- Long-distance or air travel as needed – up to 15% travel
- Activities require a significant amount of work in front of a computer monitor
Total Rewards
- Employee Assistance Program with free counseling sessions available
- Flexible Time Off: take time off when you need it without worrying about available hours
- 10 paid holidays + 1 floating holiday
- Generous annual bonus opportunity
- iCREATE Employee Recognition Program
- Insurance : Choice of Medical, Dental, and Vision plans
- Wellness Program including discounts on medical premiums
- Health Savings Account
- Flexible Spending Account
- Volunteer Time Off
- 100% Company-Paid Parental leave
- 401(k) with Employer Match
- 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
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