Client Success Manager

Who We Are
In business since 2005, Epic River’s software connects healthcare providers with financial institutions to offer patients custom, flexible, and affordable financing options for their medical debt. Our unique software solution accelerates cash flow, reduces administrative burden, and virtually eliminates non-payment risk for providers – all while offering patients peace of mind and through a seamless way to pay off medical debt.

We are a rapidly scaling SaaS company that’s seen a lot of success because we are nimble and can adjust quickly to a changing market. Our work environment is open and collaborative, with very few meetings so you can focus on what is important (and have some the fun along the way).

Who You Are
You will work cross functionally with Leadership, Marketing, Sales and Product to define and drive strategy for successful program adoption with our clients. The program success is highly dependent on the intentional design, implementation, and improvement of the on-boarding of new clients and engagement with existing clients to drive program adoption and usage. This high visibility role is vital to our strategy to successfully enable our clients. 

The Responsibilities:
  • Drive strategy and execution to continually evaluate and improve Epic River’s client on-boarding and program adoption
  • Deliver presentations and “getting started” content to enable customers
  • Drive strategy and execution of content for client community, virtual and email outreach for client education, awareness, and improved usage
  • Ensure that all communications and documents are impactful and provide value
  • Define and track key performance indicators for client on-boarding, adoption, and maximize usage
  • Work with Sales, Product, and Marketing teams to ensure proactive communication and meaningful touchpoints
  • Strong client focus on service, satisfaction, enablement and success
  • Knowledgebase curation to answer common questions with regards to on-boarding, adoption, and improved usage of the client community
  • Stay engaged with community and product teams to understand roadmap and implications for customers

Key Goals and Objectives:
  • Design, implement, improve, and scale Epic River’s client on-boarding and adoption process and program
  • Improve existing client program usage in first 90 days
  • Improve current and future client engagement in the first 90 days of on-boarding
  • Develop and execute a cadence of proactive touch points to be persistently present with clients

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