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Client Success Manager

4 months ago

Madison, United States Clarity Software Solutions Full time
Job DescriptionJob DescriptionClient Success Manager

At Clarity, we pave the way to a seamless solution for healthcare document management for our clients, as they navigate through the evolving healthcare industry and increase member engagement.

We Offer:
  • Competitive compensation.
  • A full benefits suite including Medical/Dental & Vision plans.
  • 401k with company match.
  • A supportive and growth-oriented culture


Company Description:
Clarity Software Solutions Inc is a healthcare technology and engagement company headquartered in Madison, Connecticut.  We assist with solutions to organize, customize, and deliver healthcare data, plans, and records through their medical solutions.  Our document management software technology is built within secure web-based solutions that allow for multimedia publishing of communications.  They work with a team of highly skilled and trained professionals who are tasked with the responsibility of providing technological solutions and innovations.  In addition to offering employees a progressive work environment being, being rated as one of the best places to work in Connecticut and Marcum Tech Top 40, employment with Clarity offers competitive salary, comprehensive group health, life, and disability benefits and a 401(k) plan with an aggressive vesting schedule and company match.

Job Summary:
The Client Success Manager (CSM) is responsible for delivering value and expanding relationships with the top-tier Clarity client base.  As a Client Success Manager, you will play a pivotal role in ensuring exceptional client experiences and driving client satisfaction across our diverse client base in the healthcare industry.  This position reports directly to the Champion Tier Director.

Essential Functions
  • Client Retention:  Proactively engage with clients to ensure their continued satisfaction, address any concerns, and strengthen the relationship with the client.
  • Account Planning:  Develop and maintain strategic account plans in partnership with Clarity Account Executives assigned to clients that include clear, time-based strategic account objectives.
  • Facilitation:  Support client strategic discussions, onsite and virtual, including preparation of agendas, development of supporting presentation collateral, and documentation of meeting notes including actionable items.
  • Client Support:  Respond promptly to client inquiries, providing expert guidance on our platform's features, functionalities, and troubleshooting of technical issues in partnership with a Clarity Client Account Analyst.
  • Problem Resolution:  Identify, document, and escalate complex client issues to the appropriate internal teams, working collaboratively to find effective solutions.
  • People Management:  Under the Director’s guidance, helps to balance workload for client account analysts and may make recommendations around resource sharing where required.
  • Helps to ensure job expectations of CAAs are clear and serves as a coach and around performance and development of staff.
  • Alongside the Director, enforces policies, procedures, and provide regular scheduled feedback sessions with their respective Client Success Analyst direct reports.
  • Provides performance feedback and contributes to appraisal processes for their respective Client Success Analyst direct reports.
  • Product Expertise:  Maintain an in-depth understanding of our platform and its updates, staying up to date with industry trends and best practices.
  • Demonstration & Training:  Conduct or coordinate personalized product demonstrations and training sessions for new Clients, ensuring they are proficient in utilizing our software to its full potential.
  • Client Feedback:  Gather and analyze client feedback, providing valuable insights to the product development and improvement teams to enhance user satisfaction.
  • Documentation:  Create and update comprehensive support documentation, knowledge base articles, and FAQs to empower Clients to find quick answers independently.
  • Communication:  Exhibit excellent communication skills through various channels, including email, phone, and software ticketing systems, to provide empathetic and courteous assistance.
  • Metrics Tracking:  Monitor and report on client service metrics, such as response times, issue resolution rates, and client satisfaction scores, striving to meet and exceed performance targets.
  • Project Tracking: tracking application development/enhancements from inception through completion.
  • Collaboration:  Collaborate closely with cross-functional teams, including Sales, Product, Engineering, and COS to provide client insights and contribute to the company's growth and success.
  • Other duties as assigned.

Education Required
  • BA/BS degree in Business Administration, Communication, Technology, or a related field, or equivalent experience.

Knowledge & Experience
  • Typically holds 5 years related experience, with a minimum of 2 years work experience in a leadership capacity focused on driving healthy NPS or similar role within a healthcare or SaaS environment.
  • Knowledge of healthcare software systems and a passion for improving the healthcare industry's efficiency and effectiveness.
  • Excellent problem-solving skills, with the ability to empathize with Clients and navigate complex technical issues.
  • Outstanding communication skills, both written and verbal, with a focus on delivering clear and concise information to Clients.
  • Ability to work independently, as well as part of a collaborative team, in a fast-paced and dynamic environment.
  • Detail-oriented with exceptional organizational skills to manage multiple Client inquiries effectively.
  • Proficiency in using Client support tools and CRM software.
  • Flexibility to adapt to changing priorities and willingness to take on new challenges to contribute to the team's success.

Personal Attributes
  • Driven with strong leadership skills and ability to interpret and explain complex problems and situations.
  • Exudes a collaborative style with internal teams and external clients.
  • Strong interpersonal skills to interface effectively with clients and teams.
  • Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures.
  • Functions well in a fast-paced environment.
  • Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies.
  • Excellent organizational and time management skills with an ability to delegate tasks and responsibilities.
  • Enjoys working in a matrixed, team-based culture in support of client deliverables.
  • Aptitude to quickly learn and multi-task.
  • Outstanding telephone and email etiquette with excellent oral and written communication skills.

Physical Demands
  • Must be able to sit at a desk 80 percent of the time.
  • Must be able to operate a computer and other office products (i.e. a computer printer).
  • Must be able to frequently communicate via varied communication apps and methods.
  • Willingness to travel up to 10% of the time.

 

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