Client Success Manager

About MyTelemedicine

MyTelemedicine is a healthcare technology company, powering access to modern remote care through both our MyTelemedicine Virtual Care platform and our Lyric service brand. We’re committed to creating a mission-driven, positive culture made up of the best and brightest people in the business. And we’ve got the awards to back it up: multiple Entrepreneur Magazine 360, Inc 5000, and other business growth awards, plus two Top 3 finishes in the JD Power Telehealth customer satisfaction rankings!

About The Role

The Client Success Manager is a key part of the team responsible for on-going customer relationships, including new client onboarding, customer satisfaction and account growth. The Client Success Manager will play a crucial role in ensuring the success of our clients by providing exceptional support throughout their journey with Lyric Health. This position requires a deep understanding of our virtual care solutions, strong communication skills, and the ability to assist with onboarding and implementation, including administrative and technical aspects.

Responsibilities

• Client Onboarding - Guide clients through the onboarding process, ensuring a smooth transition to Lyric Health's virtual care platform. This includes understanding the client's needs, facilitating the collection of necessary information, and setting clear expectations for the implementation process. Take necessary action to maintain or improve our already-strong client onboarding NPS.
• Technical Assistance - Collaborate with our technical team to assist clients with technical setup, integration, and troubleshooting. Ensure that clients have a seamless experience with our virtual care technology.
• Administrative Support - Help clients with administrative tasks such as contract management, billing inquiries, and account setup. Provide timely responses to client inquiries and proactively address their needs.
• Client Training - Conduct training sessions and workshops to educate clients on how to maximize the benefits of Lyric Health's virtual care services. Ensure clients are proficient in using our platform to achieve their healthcare goals.
• Account Management - Build strong, long-lasting relationships with clients by understanding their unique requirements and acting as their advocate within Lyric Health. Continuously assess client satisfaction and identify opportunities for improvement.
• Client Success Planning - Collaborate with clients to develop and execute client success plans, ensuring that they achieve their desired outcomes with Lyric Health's virtual care services.
• Feedback Collection - Gather feedback from clients and convey it to the relevant teams within Lyric Health for product enhancements and improvements.
• Retention and Growth - Identify opportunities for upselling and cross-selling Lyric Health's additional services and solutions based on client needs and objectives.
  
  

Requirements

• Bachelor’s degree preferred and/or 2-3 years’ proven experience in client success or account management within the healthcare industry, preferably in virtual care or telemedicine.
• Strong technical aptitude with the ability to understand and explain complex virtual care technology.
• Excellent communication, negotiation, and problem-solving skills.
• A customer-centric mindset with a dedication to ensuring client satisfaction.
• Exceptional organizational and time-management abilities.
• Ability to work both independently and as part of a collaborative team.
• Willingness to adapt and learn in a fast-paced, evolving industry.
• Experience with the following: CRM systems (Pipedrive would be ideal), Zoom, Microsoft Suite (Excel, Word, PowerPoint, etc.), NPS and other customer satisfaction measurement tools.
  
  

Company Perks & Benefits

• No cost Lyric virtual telehealth coverage
• Health insurance with company contribution after 30 days
• Dental, vision and voluntary benefits also available
• Paid time off
• Company sponsored events
  
  

Note: This position is located in our McKinney, Texas office. Remote or hybrid structure may be considered at a future date depending on performance but is not guaranteed. If you are not currently located in the Dallas-Ft. Worth area, your application will not be considered unless you demonstrate how you will be able to work in-person by your employment start date.