Senior Client Success Manager
Senior Client Success Manager
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Job Description
Primary Responsibilities
1. Receives inbound calls from assigned clients.
2. Documents all Client calls thoroughly and accurately.
3. Prepares value findings by reviewing assigned Client accounts analyzes practice reports for trends and delivers comprehensive overviews via value calls or emails to Clients on a regular basis. They would be required to have regular proactive communication with their assigned clients. These would entail going over how well the office is performing pointing out any problem areas that they notice when reviewing the clients metrics as well as helping to show the value that Resolv Dental has provided to the clients.
4. Possesses basic knowledge of Resolv Dental supported software to answer inquiries from assigned clients and training clients on Resolv Dentals services policies and procedures.
5. Collaborates with coworkers to research and resolve client issues.
6. Attends and participates in regularly scheduled departmental meetings.
7. Ability to effectively communicate work positively and cooperatively with coworkers managers and clients.
8. Upholds Company HIPAA guidelines pertaining to client files and data.
9. Able to effectively manage multiple tasks simultaneously.
10. Communicates with third party partners on behalf of and/or with the client.
11. Meets with Manager monthly.
12. Actively seeks and participates in ongoing training exercises to develop and maintain necessary knowledge and skills.
Secondary Functions
Knowledge of and potentially participates in new client staff member software training and demonstrations for clients as assigned. Provides standard support and duties as assigned. Cross trains with various departments to enhance knowledge of Resolv Dental and thirdparty programs.
Job Complexity
This position requires an organized individual with strong communication (written and oral) and analytical skills to handle a low degree of complex duties. Individual must also possess flexibility to adapt to the changing needs of the department and company.
Supervisory Responsibilities
None
Interpersonal Contacts
This position requires daily communication with doctors doctors staff sales team and other internal staff. Contacts within the company are usually with immediate associates and supervisors. Contacts are regularly initiated at the supervisors request and at the employees own initiative.
Specific Job Skills
Skills necessary for this position include:
Demonstrates strong work ethic
Strong communication skills both oral and written
SelfStarterTake Initiative
Good telephone etiquette
Good organizational skills
Strong interpersonal skills
Ability to work well with different personalities and varying skill sets
Ability to make decisions and problem solve in a timely manner
Ability to act independently and assume full responsibility for accuracy and completeness of work
Contributes to building a positive team environment
Present a professional attitude and treat others with respect and consideration regardless of their status or position in the company or client office
Computer literacy skills with a solid understanding of software operations
Strong time management skills
Training skills
Knowledge of office procedures
Customer service experience
Flexibility and adaptability
Education and/or Experience
High school diploma or equivalent is required. College degree in a related field is preferred with two or more years experience in a similar position or equivalent experience in a similar position.
Job Conditions
Work is conducted in a pleasant fastpaced team office environment. Representatives must be able to sit for long periods of time while talking with clients over the telephone utilizing a headset. Currently there are three eight (8) hour shifts Monday through Friday: 6:00 a.m. to 3:00 p.m.; 7:00 a.m. to 4:00 p.m.; 8:00 a.m. to 5:00 p.m. (PST). Representatives will be assigned to a specific shift but flexibility is necessary to adjust work hours or shifts as needed based on the changing needs of the department and/or the Company. Occasional overtime work may be required for necessary projects or workload completion. May require travel to client offices if necessary.
Required Experience:
Manager
Employment Type
Full-Time
