Client Success Manager

The customer success manager will operate as the lead point of contact for any and all matters specific to assigned accounts.  The customer success manager will oversee assigned customers, develop new business from existing clients and actively seek new sales opportunities inside and surrounding the account.  The customer success manager should collaborate with Proficient team members to achieve account growth while maintaining high customer satisfaction scores. By visiting and communicating with assigned accounts the customer success manager should keep the key contacts aware and engaged with our existing and new products and services in an effort to maintain a long-term contractual relationship. The customer success manager should have a minimum of 10 years of healthcare experience; working with physician practices or related healthcare operational workflow improvement tools. Software experience preferred. 

Essential Functions

  • Serve as the lead point of contact for all customer account management matters
  • Build and maintain strong, long-lasting customer relationships
  • Know the points of contacts in the account, including, but not limited to, decision makers, contract signers, super users, administrators and where possible a few users
  • Understand  how the customer is using Proficient Health’s software and what services (i.e. interfaces, forms, etc.) they have, including what value the customer perceives
  • Collaborate with sales and other team members to identify and grow opportunities within territory/target market
  • Contact new or existing customers to discuss how specific products or services can meet their needs
  • Identify new sales opportunities within assigned accounts and their communities
  • Develop and maintain a strong working knowledge of Proficient software and services; competently demonstrate via presentation or product/service demo
  • Visit assigned accounts on a regular basis to evaluate needs or to promote product or service sales
  • Emphasize product features based on analyses of customers’ needs and on technical knowledge of product capabilities and limitations
  • Document and communicate requests and recommendations from customers to Proficient Health team
  • Proactively monitor trends in utilization of Company’s software, identify unusual items and follow up and/or determine action items as needed on at least a monthly basis