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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. Our organization is recognized among the top five cloud-based systems in the healthcare sector.

Our mission is to empower healthcare professionals to operate profitably by offering an accessible cloud-based practice management platform, revenue cycle management services, and fostering relationship care.

The Customer Success Analyst plays a crucial role in driving retention revenue and growth for PracticeSuite. As a vital member of this department, you will contribute significantly to ensuring client satisfaction and loyalty through effective communication and accountability. The primary goal of this role is to enhance the duration of client engagement while actively supporting their success.

Role & Responsibilities

  • Exhibit enthusiasm and high-level communication skills focused on client success and support.
  • Serve as the initial contact for escalated support issues identified by clients or internal support teams, particularly for at-risk clients.
  • Engage with clients post-sale to ensure their concerns are voiced within the company regarding onboarding, implementation, training, and other ongoing issues.
  • Proactively build trust and relationships with clients, serving as their advocate within the organization.
  • 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 escalation to senior management.
  • Effectively communicate unresolved customer support issues to the senior team manager for further resolution.
  • Assist in reconciling client software utilization 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 on issue resolution.
  • Follow established protocols to maintain a professional relationship where clients can express their concerns in a safe environment, ensuring effective communication with senior management.
  • 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 members to ensure clear and efficient communication, reducing time spent on issue resolution.
  • Adhere to compliance policies and processes for our clients.

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 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.

Who We Are

PracticeSuite is a national, fast-growing cloud computing software company that provides a cloud-based 360°Office Platform to healthcare facilities. Our agile management team fosters high employee morale and customer satisfaction. We are recognized as one of the top cloud-based systems in the healthcare industry.

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. We comply with all applicable national, state, and local laws governing nondiscrimination in employment.