COMPANY: HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, HealthMark transforms administrative processes into seamless digital solutions. From patient intake technology supported by OTech, to HealthMark’s proprietary MedRelease platform for Release of Information, the company is pioneering an efficient, compliant, and patient-centric approach to support the entire spectrum of the patient information journey. HealthMark Group was founded in 2006 with corporate headquarters in Dallas, TX and has been named to both the Dallas 100 and the Inc. 5000 for multiple years in a row as one of the fastest growing companies in the region and in the country.

LOCATION: Remote

POSITION: Client Success Manager

Client Success Manager play a critical role in ensuring HMG clients remain loyal and satisfied. CSM is responsible for developing meaningful relationships with a portfolio of clients, connecting with key business executives and stakeholders. The outcomes of these relationships are revenue retention, genuine client happiness, and enhanced name recognition in the industry.

Client Success Managers liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our ROI services according to client needs and contractual deliverables. CSMs manage and develop client accounts to initiate and maintain favorable relationship with clients, providing expert communications and valuable engagement. This role will be measured by client health and preservation, engagement, and achievement of success metrics.

*Reports to Manager of Client Success

PRIMARY ROLE AND RESPONSIBILITIES:

• Serve as the Client Advocate and official Liaison to ensure their voice is represented during internal conversations
• Deliver exceptional client management and quality communications to keep clients delighted
• Build valuable, long-lasting client relationships to turn clients into evangelists by consistently delivering and demonstrating company value
• Expedite client issue resolution to ensure the timely and successful delivery of our solutions
• Manage and track key account metrics to be alerted to account red flags or client dissatisfaction
• Meet with clients quarterly to present performance metrics, translate value of data into actionable information, and promote new or valuable content highlighting HMG brand
• Champion a client-centered mindset and culture when meeting and talking with co-workers to increase
• Contribute to company’s growth and success by identifying and sharing upsell and expansion opportunities to business development
• Document and track client activity within MedRelease and Hubspot
• Conduct trainings for new and existing clients on MedRelease and EMR request routing to optimize knowledge and usage
• Onboard new clients to ensure a strong first impression and smooth transition to HMG service(s)

REQUIRED EXPERIENCE AND QUALIFICATIONS:

• Minimum of 2 years working in a professional capacity, ideally customer service or account management
• Industry knowledge is preferred but not required
• Knowledgeable of Microsoft applications including Excel; ideally experience with a CRM
• Proven and excellent Communication skills (verbal and written) that demonstrate a high degree of professionalism
• Proficient in listening, timely problem solving, flexibility, and basic business operations
• Positive minded, inquisitive, energetic and eagerness to learn
• Detailed and organized; able to shepherd internal resources and external stakeholders through challenges or key projects along the client journey
• Team-oriented and collaborative are must haves