Senior Client Success Manager

📋 Description

• Oversee and nurture the relationship with the client leadership teams for Experity's clientele.

• Regularly engage with client management to foster relationships at various levels.

• Establish a communication schedule that includes at least monthly business review meetings.

• Ensure that service level commitments are fulfilled for every client.

• Coordinate and hold internal service teams accountable to guarantee successful delivery of our products and services.

• Assist clients in adhering to prescribed best practice configurations and setups of our products.

• Track performance metrics and help identify areas for enhancement.

• Maintain a comprehensive understanding of the urgent care business model, client workflows, and prevalent market challenges.

• Offer system and industry expertise with a consultative approach aimed at maximizing the utilization and value derived from Experity solutions.

• Enhance customer satisfaction by comprehending business needs and fostering broader utilization of Experity solutions.

• Transition client relationships from vendor/partner to trusted business advisor.

• Provide expertise in revenue cycle management to support ongoing process improvements and compliance initiatives.

• Work collaboratively with clients to minimize recurring errors and reduce claim issues.

• Analyze clinic financial data through key reports and revenue cycle indicators.

• Lead a monthly meeting to discuss accounts receivable status, KPI, and accounting reports with the client's financial team.

• Aid in the development and continuous management of prescriptive best practice PM system setups, EDI processes, and revenue cycle workflows.

• Collaborate with the RCM Operations and Management teams to ensure alignment on service delivery priorities and approaches.

• Effectively manage and communicate findings with assigned clinics and their management to achieve optimal performance.

• Identify trends and carrier issues related to billing and reimbursements.

• Communicate findings directly to the assigned clinics effectively.

• Work alongside other departments such as marketing, support, and product management to ensure the ongoing success of client relationships with Experity.

• Serve as the liaison for internal and external communications with assigned clients.

• Organize ongoing conference calls to maintain positive relationships with assigned accounts.

• Provide regular status updates and manage task lists regarding the progress of all project areas for assigned accounts.

• Support the sales process with potential clients.

• Identify opportunities to sell additional solutions to the existing client base.

• Assist Sales when subject matter expertise is required.

• Proactively cultivate opportunities for references, referrals, and case studies.

• Collaborate with Experity Finance to address client invoice inquiries and assist with collection efforts on aged accounts receivable balances.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• Six years of experience in a client-facing role such as Client Success, Account Management, or a related field, preferably within SaaS or health technology sectors.

• Experience in the healthcare industry.

• Knowledge of Revenue Cycle Management and/or practice management systems.

• Proven experience managing renewals, expansions, and churn mitigation within a portfolio.

• Strong business acumen with the capability to drive value realization and revenue growth.

• Exceptional communication, negotiation, and presentation skills, with the ability to engage stakeholders at all levels.

• Data-driven mindset with the capability to analyze customer behavior and extract insights.

• Excellent problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

• Familiarity with CRM tools (Salesforce, Gainsight, etc.) and Customer Success Platforms is advantageous.

• Previous experience with Electronic Medical Records.

• Experience with Software as a Service (SAAS) is preferred.

🏝️ Benefits

• Health, dental/orthodontia, and vision coverage from day one.

• Join our success with a synthetic ownership program after one year.

• Access our Employee Assistance Program for support in areas ranging from mental wellness to financial coaching.

• Generous PTO, team events, family picnics, and holiday celebrations.

• Development programs designed to help you flourish and advance.

• Competitive compensation that includes quarterly bonuses and 401(k) matching to secure your future.