Client Success Associate

RELATIONSHIPS:

Reports to: Manager, Client Success and CEO

Subordinate Staff: No

Site: In Office, non-remote

Other internal contacts: Daily contact with all levels of management and staff

External contacts: Clients, clearinghouses, others as needed or requested

Successfully work to provide services, support and products to promote and improve client relationships, and brand recognition to strategically position Practice Pro as the Practice Management/EMR technology of choice in all markets served. Duties would include, but not be limited to:

PRIMARY RESPONSIBILITIES:

Onboarding and Training

• Support the implementation team to ensure that newly onboarded clients have a smooth transition to full operational use.
• Provide touch point support (initial triage and communication with support resources) to ensure a successful experience for new and existing clients.
• Suggest additional training modules and provide guidance to clients on how to effectively use existing resources to maximize our products or services to achieve their objectives.
• Support the teams responsible for development and delivery of educational materials, webinars, or workshops to enhance client understanding and utilization.
• Gather and analyze client feedback from Surveys, and work on areas for improvement, and opportunities for innovation.

Issue Resolution and Support

Working with Client Relations Executive:

• Act as a liaison between clients and internal teams to address any issues or concerns promptly.
• Investigate and troubleshoot client problems, providing timely communication and document issues for the support team to understand and more quickly resolve.
• Coordinate with technical support or product development teams to resolve complex issues as needed.

REQUIREMENTS

• Strong interpersonal skills with the ability to build rapport and communicate effectively with clients of various backgrounds.
• Excellent problem-solving and negotiation skills, with a focus on delivering solutions that exceed client expectations.
• Knowledge of CRM software and other tools for client management and reporting.
• Results-driven mindset with a track record of meeting or exceeding client retention and revenue targets.
• Ability to work independently and collaboratively in a fast-paced environment, prioritizing client tasks effectively to meet deadlines.

PREFERRED QUALIFICATIONS

• Associate or bachelor’s degree in business, marketing, communications, or a related field, or commensurate role experience.
• Proven experience in client-facing roles, such as account management, customer success, or sales.
• Experience in the software-as-a-service (SaaS) industry or related technology sector.
• Familiarity with project management methodologies and tools.
• Certification in customer success or related fields (e.g., Customer Success Manager Certification).

Job Type: Full-time

Pay: $47,800.00 - $51,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• Day shift

Ability to Commute:

• Chattanooga, TN (Preferred)

Ability to Relocate:

• Chattanooga, TN: Relocate before starting work (Required)

Work Location: In person

Salary : $47,800 - $51,000