The role of the Client Success Manager (CSM) is to develop and manage a portfolio of AdhereHealth client relationships that will best be exhibited through the retention and growth of a portfolio of clients in cultivating deep and broad relationships. The CSM will also onboard new clients after a new business representative completes the sale. An effective CSM is both client-focused and detail oriented, able to assist clients with the services they have purchased and able to identify new products or services that they may wish to purchase. A key component of the CSM’s job is increasing the value of existing client relationships by adding products and services, or, as relevant, increase usage of products and services already purchased.

Essential Duties & Responsibilities:

• Effectively develop and manage a portfolio of clients to optimize client satisfaction, create new sales opportunities, and retain existing business/clients. 
• Coordinate and lead routine client meetings with key client decision-makers to ensure satisfaction with AdhereHealth products and services and to build, manage, and close a sales pipeline of upsell and cross-sell opportunities
• Act as AdhereHealth’s subject matter expert and ambassador to articulate value or issues based on reporting processes 
• Ask questions to understand client requirements, purchasing dynamics, and contracting processes for renewals, cross-sells, and upsells
• Learn and be able to demonstrate and explain AdhereHealth products and servicesManage and appropriately update client contacts and important status information into Salesforce.com or other relevant CRM databases 

Education & Experience:

• Bachelor’s degree, and/or at least three (3) years equivalent healthcare account management and business development experience with proven success.

Minimum Physical Requirement:

The CSM will perform his or her work in a general office environment using standard office equipment. The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Regularly lift and/or move up to 10 pounds
• Bend, twist or stoop on a repetitive and continuous basis
• Stand and remain on feet for extended periods of time
• Operate various business instruments, including computers, printers/scanners/fax machines, requiring manual dexterity
• Sit and concentrate for long periods of time to compute, examine, and interpret data
• Read paperwork and computer monitors, requiring visual acuity

Skills:

• Proven experience as an account manager/business development or comparable role in technology-enabled services, SaaS, health care technology, or equivalent
• Strong and consistent performance at meeting or exceeding client and revenue retention objectives or quotas
• Familiarity with, or willingness to learn Salesforce.com and embedded sales enablement solutions
• Proven ability to learn quickly about technology products and services and describe/explain them to clients 
• Excellent communication and interpersonal skills
• High ethical standards and client focus