Client Success Manager

AestheticsPro has been a leader in providing cloud-based aesthetic software solutions to medical professionals for over 16 years. We pride ourselves on being the Best Team Ever, where our core values center around teamwork, transparency, and innovation. Our culture thrives on open communication, trust, and accountability, fostering an inclusive environment where every team member's voice is heard.

The Client Success Manager is a strategic partner for our AestheticsPro clients; they will support, nurture and grow new and existing client relationships through the life of the client journey with AestheticsPro. In this role, the Client Success Manager will maintain a book of business and strive to meet defined retention goals while providing client satisfaction through communicating the value of AestheticsPro. The Client Success Manager will serve as the first point of contact, schedule and lead periodic meetings with clients; provide customer service and problem resolution via phone and email, as well as communicate integrated partner benefits and software enhancements as needed.

What will your key responsibilities be?

• Knowledge of AestheticsPro: Gain a strong understanding of the AestheticsPro Software Application. Help clients understand the full value of the platform and encourage them to adopt key features.
• Client Journey: Ensure smooth transfer from the Sales Executive to Client Success Manager and assist in setting the client up for success in their AestheticsPro client journey. Work and collaborate in a cross-departmental environment (between Client Success Team, Sales & Support Team) on behalf of the customer within a hybrid office setting.
• Relationship Management: Build and maintain strong, trusted relationships with clients, becoming their main point of contact; have the interpersonal and technical skills required to effectively communicate with clients.
• Billing: Manage and maintain monthly billing for clients to ensure timely and correct payment on invoices.
• Customer Retention: Proactively engage with clients to ensure they are satisfied with the product and continue to see value. Maintain, and strive to meet or excel retention goals.
• Upselling & Cross-selling: Identify opportunities for upselling and cross-selling additional integrated features or services that may benefit the client.
• Client Training & Support: Provide resources for software training, guidance and support to clients, helping them optimize the use of AestheticsPro.
• Troubleshooting & Issue Resolution: Serve as the main point of contact for escalated issues, assist in resolving client concerns in a timely and professional manner.
• Feedback Loop: Act as the voice of the client within the company by providing feedback and insights into products and features to help improve customer experience and the platform itself.
• HIPAA Privacy & Additional Responsibilities: Gain knowledge and understanding of HIPAA Privacy and Security/PCI regulations to perform duties while maintaining compliance. Manage multiple tasks and deadlines concurrently, while maintaining a sharp attention to detail. Perform other job-related duties and projects as agreed upon.

Experience and Education Requirements:

• Two years practical experience providing expert level customer service, solving customer-based issues/complaints, and maintaining and managing client relationships.
• Associate degree or equivalent experience in customer management. Bachelor's degree in a field related to position is a plus. Experience may be substituted on a year-for-year basis.

Preferred Skills:

• Strong relational skills; empathy, emotional intelligence, verbal skills, and flexibility. Passion for people, enjoy working and building relationships.
• Excellent problem resolution skills.
• Excellent written and oral communication skills.
• Bring drive and passion! We will provide the tools and knowledge necessary to be successful.
• Professional, friendly attitude with a goal-oriented work ethic.
• Ability to work independently and in a team environment.
• Working knowledge of back-office tools such as Microsoft Teams, Word, Outlook, and Excel.
• Strong working knowledge of computers, internet, and various operating systems.

Additional Details

• This is a hybrid role - must be able to work from the office located in Olympia, WA 1-3x a week.
• Applicants must live within 30 Miles of the Olympia/Lacey, WA area.

Compensation:

• Full-time Salary Position | $55,000 - $68,000 annually
• Medical, Dental and Vision coverage
• Life with AD&D Insurance and Short/Long-Term Disability Coverage
• 401K with Employer 4% Match. Plus, profit sharing after one year of employment
• Employee Assistance Program and Identity Theft Protection through IDX
• Professional Development Reimbursement Program
• Paid Time Off and Paid Holidays, including a Personal Leave Day
• Work-from-Home/Hybrid opportunity with employer-provided computer and mobile phone.
• Monthly reimbursement for home internet service.
• Opportunities for promotion and unlimited potential for upward mobility!

Equal Opportunity Employer

AestheticsPro is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All candidates must be a U.S. Citizen or able to work in the U.S. and able to pass a federal background check.

Are you ready to join the Best Team Ever?

Job Type: Full-time

Pay: $55,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) 4% Match
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Olympia, WA 98501

Salary : $55,000 - $68,000