Client Success Manager

iMedX has an exciting opportunity for a Client Success Manager. This is a remote position with plenty of opportunity!

PURPOSE

The Client Success Manager is responsible for the long-term success of the iMedX client relationship, including strategic planning, tactical execution, and ensuring issue resolution. Success in these areas will drive client retention, market share, and profitability. The person in the role will be responsible for understanding our key customers’ requirements, serve as the key contact point and growing revenue from those clients extending their relationship with our business. This position requires the ability to establish cooperative and positive working relationships with the clients, along with identifying needs and requirements to promote the Company’s solutions and achieve mutual satisfaction.

This position reports to the Chief Revenue Officer (CRO).

The Client Success Manager will focus primarily on managing customer account requirements ensuring client satisfaction, along with the following responsibilities:

KEY RESPONSIBILITIES

• Develop executive level relationships with a portfolio of key clients to ensure renewal of accounts.

• Proactively assess, clarify, and validate customer needs and requirements on an ongoing basis.

• Act as an escalation point for high visibility issues. Engages iMedX management team as necessary.

• Respond to client inquiries and requests in a timely manner and ensure that services are delivered to customers in accordance with their contracts and requests.

• Coordinates the involvement of company personnel, including support, implementations, operations, and management resources, in order to meet account performance objectives and customers’ expectations.

• Work closely with Sales and Business Development to identify opportunities for growth within existing accounts.

• Oversee client satisfaction survey. Interpret and report findings while making suggestions for areas of improvement. Partner with other departments to identify and implement improvement areas to ensure client satisfaction.

• Schedule monthly/quarterly onsite visits including a yearly executive level account review/solution roadmap meeting.

• Identify process improvement initiatives that improve the client experience.

• Prepare regular reporting key account metrics to internal and external stakeholders.

• Promote the Company’s values.

• Perform other job-related duties as may be assigned or required.

EDUCATION & EXPERIENCE

Education: Bachelor’s or Graduate Degree with a concentration in Marketing, Finance, Healthcare Administration, Business or relevant field.

Experience:

§ 10+ years’ experience in healthcare sales with significant focus on managing existing clients

§ Experience with direct client contact, conflict resolution, and building relationships at all levels

§ Excellent verbal and written communication skills

§ Excellent organizational skills

§ Proven problem-solving and negotiation skills

• Proficiency with Salesforce CRM, MS Office Suite, databases and application flow. Must possess the ability to multi-task in a fast-paced environment.

Special Skills Required: Ability to quickly learn iMedX’s solutions

Physical Work Environment: The work environment is home-based and involves frequent lifting, bending, twisting and prolonged periods of standing and/or sitting, and as travel dictates. Must be able to lift up to 50 lbs.

Travel Required:

Travel is approximately 40%.

iMedX is an equal opportunity employer.