Client Success Associate

ChartSpan's Client Success Associate supports the Client Success Team by actively engaging with a portfolio of physician practices to drive value through their participation in ChartSpan programs and services. The portfolio of physician practices will largely be made up of lower revenue-producing clients. In parallel, they will work with other Client Success Directors and continue to refine their skills on a path to becoming a Client Success Director. The Client Success Associate works directly with practice managers and providers to set expectations and initiate programs to help them meet their compliance and revenue goals.

Essential Duties

• Maintain client relations by directing, coordinating, and overseeing all account activity
• Identify and cultivate strong relationships with physician practices that are influential to the ChartSƒpan partnership within each of the clients in assigned
• Work with Client Success Directors to determine and document the client's definition of success and ensure internal constituents are delivering value against these key metrics
• Proactively manage customer success leveraging ChartSpan data and program analytics
• Review client performance no less than quarterly during in-person or virtual meetings with key stakeholders
• With the support of a Client Success Director, create and manage client development plans
• Engage client stakeholders in ChartSpan value-added services and webinars as appropriate
• Coordinate the involvement of company personnel, including support and management resources, in order to meet account performance objectives and customers' expectations
• Collaborate with a Client Success Director on the resolution of performance issues or client concerns
• Manage customer satisfaction and service delivery by anticipating potential problems; continuing communication during challenging times and monitoring satisfaction.
• Meet or exceed customer service KPIs
• Other duties as assigned

Skills and Abilities Required

• Ability to quickly demonstrate expertise and establish credibility with clinical decision-makers
• History of building relationships with healthcare professionals
• Excellent communication skills, including the ability to listen, influence, and negotiate with key stakeholders at all levels of our customer’s organization
• History of developing insight into customer needs, with the proven ability to define and provide solutions
• Must be able to manage multiple tasks, manage deadlines, and have excellent follow-up skills while honoring a collaborative work environment
• Highly adaptable to different systems and software with a preference for G-Suite

Required Education and Experience

• Associate degree or equivalent experience
• 2+ years of relevant experience in the healthcare industry or customer management experience

Physical Requirements

This position requires the following physical activities with or without accommodation.

• Must be able to remain in a stationary position 50% of the time.
• Frequent communication with others, requires the exchange of accurate information.

Work Environment

This position functions virtually and will require travel to client sites up to 25% percent of the time.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as a veteran and basis of disability or any other federal, state or local protected class.