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Client Success Specialist

2 months ago

Columbus, Ohio, United States PracticeSuite, Inc. Full time

Overview

PracticeSuite is a rapidly expanding cloud computing software enterprise that delivers a comprehensive cloud-based 360°Office Platform tailored for healthcare providers. Recognized among the top five cloud-based systems in the healthcare sector, PracticeSuite is committed to enhancing the profitability of healthcare professionals through its affordable practice management solutions and revenue cycle management services.

The role of the Customer Success Analyst is pivotal in driving retention revenue and fostering growth at PracticeSuite. As a vital member of this department, you will play a key role in ensuring client satisfaction and loyalty through effective communication and accountability. The primary aim of this organization is to significantly extend the duration of client engagement while supporting their success.

Key Responsibilities

  • Act as a proactive and enthusiastic communicator dedicated to client success and support.
  • Serve as the initial contact for escalated support matters identified by clients or internal support teams, focusing on at-risk clients.
  • Engage with clients post-sale to ensure their concerns are heard regarding onboarding, implementation, training, and any ongoing issues that may arise.
  • Proactively build trust and relationships with clients, representing their interests within the company.
  • Identify opportunities to automate and enhance the overall customer experience from both customer success and CAP perspectives.
  • Conduct immediate resolution calls or web-based meetings for client issues that do not require further escalation.
  • Effectively communicate unresolved customer support issues to the senior team manager for further resolution.
  • Assist in reconciling client software usage and pricing discrepancies.
  • Collaborate closely with the pricing committee, customer support, onboarding, and implementation teams.
  • Manage client renewals, upsells, and add-ons.
  • Monitor client satisfaction through targeted follow-ups to resolve issues and concerns.
  • Follow established protocols to maintain a professional relationship where clients can express their concerns in a safe environment, ensuring effective communication with the senior team manager.
  • Maintain and report analytical data according to established protocols for review by the senior team manager to identify trends for proactive and reactive support updates.
  • Foster a collaborative environment with team members and other organizational members to ensure effective communication and reduce resolution time.
  • Adhere to compliance policies and processes for client interactions.

Qualifications

  • 1 to 3 years of experience in healthcare technology.
  • Experience in a SaaS environment in a customer service capacity is advantageous.
  • Strong orientation towards customer service.
  • Excellent client-facing and communication skills.
  • Proficient in troubleshooting and multitasking.
  • Experience in following processes aimed at customer success.
  • Persuasive with strong negotiation and presentation skills.
  • Proficient in Microsoft Office applications.

About Us

PracticeSuite is a national, fast-growing cloud computing software company dedicated to providing a cloud-based 360°Office Platform for healthcare facilities. With an agile management team, high employee morale, and exceptional customer satisfaction and retention, PracticeSuite is recognized as a leader in the healthcare technology space.

Equal Opportunity Statement

PracticeSuite, Inc. is committed to equal opportunity in employment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or expression, national origin, disability, or veteran status. The company complies with all applicable national, state, and local laws governing nondiscrimination in employment.