Customer Success Associate

Job Title: Customer Success Associate

Department: Healthcare Recruitment
Company: GSK Solutions Inc.
Location: Houston TX
Employment Type: Full-Time
Travel Requirement: Up to 20% (client visits)
Reporting To: Director of Client Success

About the Role

The Customer Success Associate serves as the primary liaison between GSK Solutions Inc. and its healthcare clients including hospitals physician groups outpatient clinics and long-term care facilities.

This role is responsible for client onboarding relationship management placement satisfaction and driving retention and growth across assigned accounts.

Key Responsibilities

1. Client Onboarding & Relationship Management

• Lead new client onboarding and set clear expectations
• Establish regular communication cadence (calls check-ins)
• Ensure consistent client satisfaction throughout the recruitment lifecycle

2. Placement Quality Oversight

• Monitor performance and integration of placed healthcare professionals (RNs NPs PAs physicians allied staff)
• Address performance or cultural fit issues proactively

3. Retention & Account Growth

• Drive contract renewals and maintain long-term client relationships
• Identify upsell opportunities aligned with workforce needs

4. Issue Escalation & Resolution

• Act as the first point of contact for client escalations
• Resolve issues related to credentialing compliance or staffing gaps
• Collaborate with internal teams (recruitment compliance operations)

5. Data-Driven Reporting

• Generate and present client reports on:
  • Fill rates
  • Time-to-fill
  • Placement outcomes
  • NPS (Net Promoter Score)
• Maintain accurate data in CRM systems

6. Regulatory & Compliance Awareness

• Ensure adherence to:
  • Healthcare staffing regulations
  • Joint Commission standards
  • HIPAA requirements
  • State licensure rules

Required Qualifications

• Bachelors degree in Business Healthcare Administration Communications or related field
• 2 years of experience in:
  • Customer Success
  • Account Management
  • Healthcare Staffing/Recruitment
• Strong understanding of clinical roles and staffing processes
• Proficiency with CRM tools (e.g. Salesforce Bullhorn)
• Excellent verbal and written communication skills
• Ability to manage multiple client accounts simultaneously

Preferred Qualifications

• Experience working with hospitals health systems or long-term care facilities
• Knowledge of credentialing compliance or healthcare HR workflows
• Exposure to MSP/VMS staffing environments
• Familiarity with Joint Commission and CMS standards
• Experience with BI/analytics tools (Tableau Power BI)
• Bilingual (English/Spanish) preferred

Core Competencies

• Relationship Building: Establish and maintain strong client trust
• Problem Solving: Resolve issues efficiently under pressure
• Healthcare Literacy: Understand clinical workflows and staffing needs
• Data Fluency: Interpret metrics and drive actionable insights
• Cross-Functional Coordination: Align with internal teams effectively
• Proactive Communication: Identify and address risks early

Key Performance Indicators (KPIs)

• Client Retention Rate: 90% annually
• NPS Score: Measured quarterly
• Requisition Fill Rate: Per account
• Time-to-Resolve (TTR): Average issue resolution time

Compensation & Benefits

• Competitive base salary performance bonus
• Medical dental and vision insurance
• 401(k) with company match
• Paid time off 10 federal holidays
• Remote/hybrid work flexibility
• Professional development stipend

Equal Opportunity Statement

GSK Solutions Inc. is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race gender age disability national origin religion sexual orientation or any other protected status.