Client Success Manager

Healthcare’s helping hand.

CHG shook things up in 1979 by inventing the locum tenens staffing model. We connect doctors with patients who need their care. As the largest physician staffing firm in America, our providers treat millions of patients each year.

Our industry is growing and demand is high. This means you’ll have plenty of opportunities to grow and develop in your career. Keeping healthcare healthy can be as fun as it is rewarding

The Client Success Manager is responsible for ensuring the implementation and utilization of CHG Connect at CHG. This includes collaborating internally with teams such as product, app support, delivery, implementation, and others to effectively resolve and enhance the experience for all users. The Client Success Manager supports the Director of Client Success to ensure all user satisfaction through ongoing development and adoption of the technology. They will identify opportunities for Connect’s success, track metrics, support internal alignment and train ECS on CHG Connect.

Responsibilities:

• Collaboration
  • Partner with the Director of Client Success to drive success in Connect throughout CHG
  • Works with ECS AM team to ensure a successful process is followed including but not limited to – implementing, gathering feedback and adoption of the tool
  • Maintain regular communication of CHG Connect to ECS
  • Drive a seamless user experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
  • Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and creating value through CHG Connect
• CHG Connect Effectiveness
  • Partner with Director of Client Success on CHG Connect on feature enhancement, prioritization and new thinking that enables continuous development and improvement
  • ECS liaison with CHG Connect Delivery team to ensure features are being prepared to integrate successfully into CHG and the primary point of accountability for ECS with delivery
  • Primary point of escalation for CHG Connect on any performance issue to Director to timely & effectively resolve issues for all users 
  • Promote new thinking and contribute to product planning, providing a point of view for clients and ECS
  • Continuous engagement with internal stakeholders ensuring any business risks are identified as early as possible and devise action plans to prevent and/or overcome
  • Inspire confidence and drive utilization of CHG Connect through education and strategy sessions to ensure the customer is successful in their adoption of CHG Connect
  • Clearly understands and communicates value proposition of CHG Connect and promotes it internally and externally.
• Training
  • Partner internally to develop and maintain training and ongoing education series for CHG Connect users to drive adoption and utilization. Including, but not limited to internal and external education.
  • The primary POC to maintain the ECS Connect training library
  • Identify opportunities to enhance CHG Connect training
  • Provide customer education on how to use CHG Connect to solve business challenges
  • Increase feature adoption of CHG Connect by positioning new features to enhance current and new features
• Analytics
  • Prioritizes complex CHG Connect challenges where analysis of situations or data requires an in-depth evaluation of contributing factors
  • Monitor and send out regular analytics to ECS and key stakeholder
  • Analyze data for opportunities to enhance CHG Connect utilization
  • Identify opportunities for additional training based on analytics
• Connect Subject Matter Expert
  • Maintain a deep knowledge about CHG Connect
  • Understand and commit fully to the vision and future of Connect
  • Promote the utilization of Connect through an expert knowledge of how Connect can drive business and improve efficiencies
  • Provides solutions to a diverse range of moderately complex problems
• Account Management engagement with CHG Connect
  • Partner with Account Management team to increase utilization of CHG Connect
  • Track and report internal and external utilization of CHG Connect
  • Consult internally regarding future client integration opportunities
  • Develop and support Account Management to increase positive experience for all clients
• Daily Business Acumen
  • Demonstrate service excellence
  • Exceptionally organized at managing priorities for responsibilities and goals and able to communicate professionally and effectively
  • Represent the organization internally in a variety of professional settings