ABOUT US

CredSimple is building a healthcare technology company that serves the $10B niche of provider network management. We’re looking to grow our team with world-class talent who are not only motivated to carry out their specific roles but also help us build an organization that continues to be a great place to work as we scale.


We sell to clients that span the healthcare spectrum from tech-savvy healthcare startups to 100-year-old, Fortune 500 health insurance companies. We’re solving very real and challenging problems in the healthcare industry.


We’re committed to equal opportunity in our quest to hire and retain top talent. We believe in supporting our people in both personal and professional growth goals and pay attention to goals, celebrate milestones, and encourage you to learn continuously. We love working with self-starters, doers, collaborators and the insanely motivated.

We are looking for an experienced Client Success Manager based in New York City. You’ll join a talented and passionate team who enjoys working with our clients, solving tough problems, and improving the healthcare industry.

ABOUT THE JOB

The role

The job of our Client Success and Support team is to proactively create an environment where our clients and partners achieve success. Specifically, your mission as a Client Success Manager is to create and maintain high quality business relationships built on trust, accountability and competence with our end users and their managers. Additionally, you are responsible for ensuring that the day-to-day operations of our software and services are meeting client needs and bringing value to the partnership.


The outcomes we’re looking for:

  • Proactive and action-oriented management of your book of business
    • Identify and understand your clients’ business objectives, SLAs and what’s important to them
    • Continuously move towards the next level of client satisfaction
  • Retain and grow all clients in your portfolio through strategic management tactics and by focusing on meeting the following metrics:
    • Greater than 95% retention rate
    • Higher than 75% of your portfolio has a positive health status (green) and have a clear strategy to move any yellow/red clients to green
    • Work closely with Sales team to identify upsell and growth opportunities for clients based on business needs and objectives
    • 75% of your portfolio are referenceable clients
    • High client satisfaction scores as measured by NPS
  • Own new client implementations from initial signing through to completion of client onboarding journey
    • Take responsibility for a positive and seamless onboarding process for all new clients using our tools and templates
  • Contribute to the Company’s development and growth
    • Advocate for our client’s needs internally to sales, product, and credentialing operations
    • Take ownership for 1-2 strategic priorities each quarter and deliver results
    • Identify needs or gaps in the ongoing education of product functionality, operational processes and industry/compliance knowledge to allow for continued development in internal and external training resources

ABOUT YOU

Competencies Required

  • Communication:
    • Gets the point across in clear and simple terms. Can translate complex functional or technical language into easily understood concepts
    • Communicates message with the appropriate level of detail and information based on the audience
    • Understands that clarity is measured at the recipient's ear, not the speaker’s mouth
    • Responds quickly and respectfully to all client communications and internal messages
    • Stays calm, respectful, and effective in the face of stressful situations and instills confidence in their team, their peers, and their clients
  • Eagerness to Learn:
    • Learns quickly and applies learnings to their job immediately
    • Identifies opportunities for professional development and gets after it
  • Trusted Partner:
    • Proactively seeks opportunities to demonstrate value to our clients
  • Proactivity:
    • Understand client’s needs well enough to anticipate their requests and be prepared in advance
    • Continuously identifies and works to eliminate the 20% of requests that drive 80% of reactive work
    • Seeks support from Management when needed

 Requirements and Qualifications

  • 3+ years experience directly managing client relationships
  • Experience in the Healthcare and/or SaaS space, previous experience in a startup environment is a plus
  • Engaging presentation skills for regular client meetings, virtually and in-person
  • Team player with a passion for making an impact
  • Willingness to learn and grow client facing skills
  • Proficient in Salesforce and familiar with a client ticketing system such as ZenDesk
  • Located in New York City or able to commute into the city on a daily basis
  • Ability to travel 10% of time for client visits
  • Bachelor’s Degree

 

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