Deskripsi pekerjaan

About Experity

Experity is dedicated to revolutionizing on-demand healthcare across the United States by providing urgent care clinics with advanced software solutions that enhance speed, ease, and patient-centeredness of care. Our mission-driven team contributes to improving healthcare experiences for millions, facilitating prompt care access for families and ensuring smooth clinic operations behind the scenes. Joining Experity means engaging in meaningful work with innovative colleagues and contributing to a trusted platform emerging as the operating system for on-demand care.

Compensation and Work Arrangement

The salary range for this role is set between 66900 and 90000 annually, depending on relevant experience. Candidates have the option to work remotely or from an office location.

Responsibilities

Manage a diverse portfolio of client accounts spanning multiple customer segments, prioritizing exceptional engagement and satisfaction.
Serve as the main liaison and cultivate strong, enduring relationships with clients while promoting the adoption of Experity's products and services.
Apply both personalized high-touch strategies for complex accounts and scalable low-touch approaches for broader digital engagement to maximize impact and efficiency.
Conduct periodic business reviews with key customers to evaluate financial outcomes and operational efficiencies in urgent care facilities.
Represent customers internally by gathering insights and feedback to inform continuous product, service, and process improvements.
Proactively identify risks that could lead to customer churn and implement strategies to retain revenue and secure successful renewals.
Collaborate closely with Sales, Product, and Marketing teams to support expansion plans and communicate the benefits of additional offerings.
Assist with contract renewals, pricing negotiations, and related discussions to maintain enduring partnerships.
Advocate for customers within the organization, influencing product roadmaps based on customer input and collaborating with Support and Marketing teams.
Provide training, share best practices, and offer thought leadership on industry trends to empower clients.
Represent Experity externally through client interactions, case studies, and presentations that reinforce the company's brand and values.
Leverage data analytics to monitor client health, engagement, and adoption patterns to guide engagement strategies.
Utilize customer success playbooks to tailor engagement approaches depending on account types.
Maintain thorough tracking and automation of customer interactions using CRM and Customer Success platforms.
Perform additional related duties as assigned.

Education and Experience Requirements

Bachelor’s degree or a comparable mix of education and professional experience.
At least three years in Client Success, Account Management, or similar roles, ideally within SaaS or healthcare technology sectors.
Demonstrated expertise managing both high-touch strategic and low-touch broad-scale customer relationships.
Strong business insight geared toward driving value and revenue growth.
Exceptional skills in communication, negotiation, and presentations with stakeholders across all organizational levels.
Experience overseeing account renewals, expansions, and churn reduction strategies.
Data-oriented approach to understanding customer behavior and generating actionable insights.
Proficient problem-solving capabilities and adaptability to dynamic, fast-moving environments.
Familiarity with CRM software such as Salesforce or Gainsight and Customer Success platforms is advantageous.

Additional Information

Travel availability is required for this position.
Core company values include teamwork, uplifting others, transparency, goal achievement, and client satisfaction.
Experity is an equal opportunity employer complying with federal employment laws, including providing required rights notifications to applicants.
Benefits from the first day include comprehensive medical, dental/orthodontia, and vision coverage.
Eligibility for synthetic company ownership after one year, offering financial benefits tied to company success.
Employee Assistance Program offering counseling, legal support, financial education, and more.
Flexible work schedules to help balance professional and personal commitments.
Generous paid time off with incremental increases based on tenure.
Career development programs supporting personal growth and professional advancement.
Team-building events including company picnics and holiday celebrations.
Competitive salary, performance bonuses, and a 401(k) retirement plan with company matching to support future financial security.

Client Success Manager