Job Summary

Essential Functions

• Own overall relationship with multiple accounts, working to consistently meet or exceed client expectations.
• Maintain knowledge of industry trends and technology developments.
• Collaborate and review client requests with technical support and product management teams and take action as necessary.
• Become the account customer advocate and trusted advisor for all data and metric goals.
• Serve as primary contact for assigned top accounts on any and all matters.
• Provide proactive client engagement on a quarterly basis, at minimum, to ensure an exceptional customer experience.
• Proactive outreach should include presentation of customer specific KPIs, product or service recommendations that might optimize experience, and updates on product performance and updates as applicable via a QBR.
• Maintain client renewal rate at or above company required goals in designated territory. Address exit strategies as needed and update Salesforce records to include attrition details accurately.
• Mentor and teach Associate Client Success Managers and Client Success Managers to help develop and model mastery of the client success function.
• Follow up on any client success or account management issues that are routed through marketing leads to ensure customer satisfaction.
• Identify and escalate sales opportunities from within the existing customer base to the inside sales representative as assigned, maintaining a continuous focus on growth and expansion within existing clients.
• Attend EDGE User Conference and/or trade shows to represent the company and strengthen relationships with existing client base.
• Monitor and update account information to ensure accuracy on a real-time basis.
• Build and maintain a referenceable customer base for assigned territory by facilitating on-site visits with existing customers, collaborating with inside and new business sales team to leverage current account relationships for prospective sales, and ensuring minimum level of client touches.
• Participate in kick off calls to successfully transition account ownership post-sale/implementation.
• Identify at-risk clients and orchestrate Improvement Plans as necessary by collaborating with the appropriate internal constituents.
• Continually contact clients no longer on active support.
• Minimize deactivation of modules by proactively conducting demonstrations to review unused or underutilized modules.

Minimum Requirements

• 3-5+ years of client success or account management experience.
• Excellent customer service skills and experience working with business stakeholders in related industries, including executive C-Suite.
• Proactive and confident in cultivating strong relationships and influencing outcomes through collaboration and communication.
• Exceptional written and verbal communication skills.
• Demonstrated ability to problem solve, with strong judgment and interpersonal skills.
• Ability to work effectively with all levels of the organization.
  
  

Preferred Qualifications

• Client success or account management experience, preferably in SaaS, healthcare technology, or a customer-facing role.
• Understanding of business strategy and ability to align client interactions with broader company goals.
• Proficiency in CRM tools such as Salesforce.

Working Environment/Physical Demands

Remote work environment.
Frequent use of computers and software tools for communication, documentation, and reporting.
Occasional travel required for client meetings, industry events, or training sessions, not to exceed 15%.