Client Success Manager

Company Overview

Voted #1 EHR by PC Mag, WRS Health delivers a fully integrated cloud based EMR and practice management solutions to its clients. We bring solutions to physicians by providing constant enhancement of our products and services including EHR, practice management, marketing, patient coordination and billing.

Job Purpose and Role

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. As a Customer Success Manager, you will act as a liaison between the customers and development team. You will work closely with clients to understand their feedback and business needs, provide expert guidance, and deliver exceptional service throughout their journey with us. You will act as a trusted advisor and advocate for our clients, ensuring they fully leverage our products/services to deliver value through the effective use of the SaaS product or service.

Job Duties and Responsibilities

• Initiate and conduct NPS surveys on a regular basis to collect feedback from customers.
• After collecting NPS responses, analyze the data to understand the overall customer sentiment and identify trends or patterns in the feedback.
• Follow up with customers who provide low NPS scores (detractors) to understand the reasons behind their responses.
• Reach out to customers who provide high NPS scores (promoters) to thank them for their positive feedback and potentially leverage their positive experiences as testimonials or case studies.
• Based on client feedback, collaborate with cross-functional teams (e.g., product, account management, development) to develop action plans and make improvements to enhance the customer experience and address any pain points.
• Track the impact of the implemented improvements on customer satisfaction over time.
• Continuously monitor the NPS scores and other customer feedback metrics to ensure ongoing customer success.

Qualifications

• Bachelor's degree in business, marketing, or a related field (or equivalent practical experience).
• Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, Call Center Management or Client Relationship Manager.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving skills and a proactive approach to finding solutions.
• Ability to analyze data and derive actionable insights to drive customer success.
• Demonstrated ability to manage multiple customer accounts and prioritize tasks effectively.
• Strong business acumen and understanding of how to drive customer value and ROI.
• A positive attitude, adaptability, and a willingness to learn and grow..

Location: Remote | Full-time

Hours: Available during standard US business hours (9am-5pm EST or 8:30am-4:30pm EST)