Client Success Specialist

2 weeks ago

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

Overview

PracticeSuite is a rapidly expanding cloud computing software enterprise dedicated to delivering a comprehensive cloud-based 360°Office Platform tailored for healthcare facilities. 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 within PracticeSuite. As a key member of the Customer Success team, you will play an essential role in ensuring client satisfaction and loyalty through effective communication and accountability. The primary goal of this position is to significantly enhance the longevity of client relationships while actively supporting their success.

Key Responsibilities

  • Exhibit enthusiasm and high-level communication skills focused on client success and support.
  • Serve as the initial contact for escalated support matters identified by clients or internal support teams, with a focus on at-risk clients.
  • Engage with clients post-sale to ensure their feedback is heard regarding onboarding, implementation, training, and any ongoing issues.
  • Proactively build trust and relationships with clients, acting as their advocate within the organization.
  • Identify opportunities to automate and enhance the overall customer experience from both customer success and client advocacy perspectives.
  • Conduct immediate resolution calls or web-based meetings for client issues that do not require escalation to senior management.
  • 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 additional services.
  • Monitor client satisfaction through targeted follow-ups to resolve issues and concerns.
  • Adhere to established protocols to foster a professional relationship where clients can express their concerns in a safe environment.
  • Maintain and report analytical data according to established protocols for review by senior management to identify trends for proactive and reactive support updates.
  • Encourage a collaborative atmosphere with team members and other organizational departments to ensure effective communication and efficient issue resolution.
  • Comply with all relevant policies and processes to uphold client satisfaction.

Qualifications

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

About Us

PracticeSuite is a national cloud computing software company headquartered in Tampa, FL, providing a comprehensive cloud-based 360°Office Platform for healthcare facilities. With an agile management team, high employee morale, and exceptional customer satisfaction and retention rates, PracticeSuite is recognized as a leader in the healthcare technology sector.

Equal Opportunity Statement

PracticeSuite, Inc. is committed to providing equal employment opportunities to all employees and job applicants, regardless of race, color, religion, sex, sexual orientation, age, gender identity or expression, national origin, disability, or veteran status. We also comply with all applicable national, state, and local laws governing nondiscrimination in employment.

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