Client Success Specialist
2 weeks ago
At Tandem, we are dedicated to enhancing the landscape of healthcare through innovative solutions that prioritize patient outcomes.
Our advanced technology empowers healthcare providers to deliver personalized care, ensuring that patients receive the best possible support throughout their journey.
We pride ourselves on our proven platform that significantly increases the efficiency of patient management, leading to improved health outcomes and higher satisfaction rates.
With substantial investment backing, we are on a mission to revolutionize healthcare delivery and are expanding our reach across various clinical settings.
Our team consists of passionate individuals committed to making a difference in the lives of patients and healthcare providers alike.
As we grow, we seek individuals who share our dedication to transforming healthcare and improving patient experiences.
The Position
As a Customer Engagement Manager at Tandem, you will play a pivotal role in fostering and maintaining relationships with our clients throughout their engagement with our services.
Our clientele includes healthcare institutions that utilize our solutions to enhance patient care.In this capacity, you will ensure that clients are fully leveraging Tandem's offerings, driving satisfaction, retention, and growth.
You will also contribute to the strategic design of customer success initiatives, ensuring that our programs and tools are scalable and effectively meet client needs.
Engaging with both clinical and administrative leaders in healthcare settings will be essential, as you navigate their unique challenges in patient management.
Key Responsibilities
Client Relationship Management
Oversee the primary relationship with key stakeholders, including but not limited to, the Director of Patient Services or the Chief Medical Officer within Tandem accounts.
Act as the main coordinator, liaising with clinical, operational, and technical teams to ensure alignment and drive value.
Be accountable for delivering business outcomes by collaborating with implementation specialists and other team members assigned to the accounts.
Performance Reviews
Lead performance review sessions with key stakeholders to assess progress, address concerns, and align on future objectives.
Prepare comprehensive reports and presentations for these reviews, focusing on key metrics and areas for enhancement in patient management.
Work with clients to create and monitor success plans that align with their strategic goals in healthcare delivery.
Program Development
Design and implement scalable customer success programs tailored to the diverse needs of our healthcare clients.
Create and refine client journey maps, identifying critical touchpoints and opportunities for engagement to improve the client experience with Tandem's solutions.
Develop and optimize onboarding, training, and retention initiatives, ensuring they align with customer success objectives.
Continuously evaluate and enhance the effectiveness of customer success programs using data and feedback.
Onboarding and Implementation
Collaborate closely with implementation teams to guide new clients through the onboarding process, ensuring a seamless integration of Tandem's solutions into their workflows.
Monitor client progress during onboarding, addressing any challenges promptly.
Client Retention and Growth
Track client health and proactively manage any risks to retention or satisfaction, particularly in high-stakes healthcare environments.
Identify opportunities for upselling and cross-selling, working in conjunction with the sales team to maximize client value.
Develop and execute strategies to enhance client adoption, satisfaction, and loyalty, focusing on long-term success in patient care.
Data-Driven Insights
Analyze client data and usage patterns to uncover trends, opportunities, and potential risks in patient management.
Provide regular updates on client health, satisfaction, and success metrics to internal stakeholders.
Utilize data to inform decisions and strategies aimed at improving client outcomes.
Requirements
Bachelor's degree in Business, Healthcare Management, or a related field.
3-5 years of experience in Customer Success, Account Management, or a similar role, preferably within the healthcare sector.
Strong background in designing and implementing customer success initiatives.
Exceptional interpersonal and communication skills, with the ability to build and maintain relationships with clinical and administrative leaders.
Experience conducting performance reviews and presenting to executive stakeholders.
Proactive, solution-oriented mindset with strong problem-solving abilities.
Ability to manage multiple priorities in a dynamic environment.
Familiarity with customer relationship management tools is preferred.
Data-driven approach with the capability to analyze information and derive actionable insights.
The Ideal Candidate
We seek an individual who understands the nuances of customer success and approaches their role with a business-oriented mindset, thriving on client success and growth.
Prior experience in a customer success or account management role within healthcare is highly desirable, along with a commitment to exceeding goals while providing an exceptional experience for clients and colleagues.
Benefits
Competitive compensation and comprehensive benefits package.
Opportunities for professional development and training.
A vibrant, collaborative culture focused on making a positive impact in healthcare.
Commitment to diversity and inclusion in the workplace.
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