Client Success Specialist

2 weeks ago

Bloomington, Illinois, United States Procurement Partners LLC Full time
Client Success Specialist

Job Type:

Full-time

Description:

Location:

Remote

Reports to:

Senior Director, Customer Success

About Us:

Procurement Partners LLC is dedicated to developing intuitive software solutions that empower healthcare organizations to streamline their purchasing, inventory management, invoicing, and payment processes. We assist numerous facilities in minimizing their costs and optimizing the time spent on procurement, allowing them to focus more on patient care.

Our company encompasses both OnCare and Hybrent product lines, establishing us as the fastest-growing procure-to-pay software provider in the healthcare sector.

If you are enthusiastic about technology, committed to delivering value to clients, and seeking a company that fosters career growth, we would love to connect with you.


About The Role:

The Customer Success team at Procurement Partners LLC is in search of a Client Success Specialist who is dedicated to ensuring that our clients have access to the appropriate solutions. This role involves managing relationships and promoting our products and services within designated accounts, with an emphasis on enhancing the overall customer experience.

You will be responsible for ensuring our clients effectively adopt our expanding suite of SaaS solutions and services, driving visible value that aligns with their business objectives.

This position is part of the Customer Success group and is focused on proactively enhancing customer satisfaction. You are motivated to contribute to a larger mission and are looking for a fulfilling career with our team.


What You'll Do:

  • Act as the primary contact for all post-sales activities, including customer onboarding, consultative support, product training, technical assistance, and account management.
  • Serve as a trusted advisor, providing best practices, guidance, and empathetic support to clients.
  • Develop a roadmap for each client's long-term success, establishing regular checkpoints to ensure goals are met and adjusting plans as necessary.
  • Structure and conduct regular business reviews with client executives to discuss achievements, challenges, and reinforce business value.
  • Collaborate with product, delivery, and support teams to address client needs related to product enhancement requests, ensuring successful deployment and ongoing relationship management.
  • Actively work to maximize product usage among all clients and promote additional functionalities and upgrades.
  • Identify opportunities to expand product utilization across all Procurement Partners clients.
  • Assist in leading product demonstrations, addressing client inquiries, and training users.
  • Proactively monitor usage to drive adoption and assess customer health indicators, taking swift action to restore confidence when necessary.
  • Engage closely with the product team for new enhancements and feature requests based on field experience and strategic industry requirements.
  • Identify critical success factors and areas for business process improvement to enhance the overall customer experience.

Requirements:

What You'll Bring:

  • Bachelor's degree in business or a related field.
  • 5+ years of experience in an Account Management or Customer Success Management role within a Software/SaaS company, or 8+ years in customer success, customer service, or sales roles.
  • Exceptional interpersonal skills for building relationships at all organizational levels, including cross-departmental colleagues and clients.
  • Proven ability to prioritize customer satisfaction, maintaining politeness and respect even in challenging situations.
  • Demonstrated technical problem-solving skills.
  • Strong communication and presentation abilities, comfortable in both individual and group settings.
  • Highly organized and efficient, with a proven capacity for strategic and tactical thinking.
  • Collaborative team player with a positive attitude and a history of meeting commitments.
  • Strong negotiation skills to navigate complex issues for mutually beneficial outcomes.
  • Willingness to travel up to 25% - 50%.

Desired Qualifications:

  • Experience in a similar Accounts Payable role, EDI invoicing, and purchase order processes is preferred.
  • Background in the post-acute care or non-acute care healthcare sectors is advantageous.
  • Experience in a buying group, wholesaler/distributor, or direct-to-buyer environment is a plus.
  • Change management and training experience is beneficial.
  • Experience with a B2B SaaS company that has successfully scaled through rapid growth.

Procurement Partners Hiring Practice:

We are committed to diversity at Procurement Partners LLC.

The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law.

We recognize the importance of fostering a safe and inclusive work environment and encourage individuality and authenticity in every member of our team.

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