Position Title: Associate Client Success Manager

FLSA Status: Exempt

Shift: Day

Position Summary:

Credentia’s Associate Client Success Managers are focused on assisting Client Success Directors in providing all clients with exceptional experience. They are one of the primary contacts for the client and have a thorough knowledge of the nurse-aide industry. The Associate Client Success Manager assists the Client Success Director in building strong relationships with clients and helps to anticipate and articulate the client’s needs. The Associate Client Success Manager is a point of contact for all things Credentia delivers to its clients and works closely with the Client Success Directors, Operations Specialists, and support staff to exceed client expectations.

Essential Duties and Responsibilities:

The essential duties of the position include the following. Other duties may be assigned.

• Assist in providing support as requested by the client to ensure candidate satisfaction, which includes direct contact with test candidates and training programs when needed.
• Strategize and collaborate with Client Success Directors to resolve client reported concerns. Collaborate with other internal staff members to resolve concerns when required.
• Assist Client Success Directors in ensuring all contractual obligations are being met, tracked, and communicated to relevant stakeholders across the organization.
• Provide continuous communication to clients when required, assisting Client Success Directors in engaging clients in successful solutions that result in securing state contract renewals.
• Collaborate closely with Client Success Directors to proactively identify and address any potential risks or issues that may jeopardize contract integrity or lead to breaches.
• Provide comprehensive solutions and recommendations to senior management when required.
• Assist Client Success Directors in effectively managing contract deliverables while actively seeking opportunities to enhance company growth.
• Attend all scheduled meetings with management and coworkers.
• Work with Client Success Directors to prepare and provide reports and documentation to management and clients as requested.
• Assist Client Success Directors by meticulously recording meeting minutes during client interactions and internal strategy sessions. Ensure accurate documentation of discussions, action items, and key decisions to facilitate seamless communication and follow-up.
• Work closely with Client Success Directors and clients to develop Business Requirements Documentation to ensure all state system and examination requirements are captured accurately, and KPI and KRI’s are achieved.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• BA/BS Degree preferred
• 1 years of professional experience in account management or client facing services preferred.
• Ability to multi-task and handle multiple nurse aide clients.
• Ability to work independently and across the organization.
• Familiar with service level agreements and client contracts
• Ability to adapt well in the face of workplace stressors such as internal complaints, maintaining the security of data, competing priorities of high significance to the successful function of the department.
• Ability to use a variety of computer software programs such as Microsoft Office products, web browsers, and CRM tools.
• Excellent communication skills. The Associate Client Success Manager needs to be able to communicate effectively both verbally and through the written word including presenting to senior client levels and program staff.
• A Strategic Mind. Ability to work with all levels of the Credentia organization and client teams to find solutions to often complex issues. We offer competitive compensation, professional development opportunities, and a supportive work environment. If you are passionate about sales, business development, and building strong client relationships, we would love to hear from you.