Client Success Manager

2020 On-site’s Client Success team is growing! The Client Success team is the driver of our core business operations and the key link between clients and the rest of the company. Our CS team manages client relationships, coordinates all aspects of client visits, and gathers feedback to improve future bookings. Our clients will come to know you, rely on you, and look to you for critical input and ideas. You’ll be in charge of ensuring our corporate clients have everything they need for a successful visit: from marketing materials to parking permits, we do it all. 

This role is ideal for someone with client-facing experience, who is organized, process-oriented, highly communicative, and eager to learn. You will ultimately be responsible for successfully managing a book of business and client visits to support 100%+ revenue growth year-over-year in the year 2020 and beyond. If this sounds like you, we would love to hear from you!

Role & responsibilities:

  • Establish a deep understanding of 2020’s service offering and our clients’ needs
  • Develop, nurture and maintain existing client relationships through email, phone, and in-person communication in coordination with the Sales team
  • Identify needs of clients and confirm details of visits as booked
  • Create marketing materials, and conduct print orders as needed
  • Work collaboratively with client contacts to maximize patient appointment sign-ups, ensuring our Eye Care Team has a full book of daily patient appointments
  • Collaborate with cross-functional teams including Sales and the Eye Care Team to onboard new clients, and ensure the success of all visits; Serve as the primary resource to manage, triage and resolve any critical situations
  • Obtain necessary permits for parking
  • Regularly meet or exceed set metrics for client success
  • Analyze visit success and create client summary and follow up materials
  • Maintain positive and professional working relationships with city officials, vendors, and clients

Skills & qualifications:

  • 3+ years professional experience in a client-facing role required 
  • Exceptional written and verbal communication skills with flawless follow-up and follow-through 
  • Strong time management skills, and can successfully manage multiple priorities 
  • Meticulous, highly organized with the ability to think creatively and strategically to problem solve effectively 
  • Driven and goal-oriented, and with the ability to work well independently and in a team setting
  • Positive attitude with a passion for innovation, healthcare, and being a key contributor to a growing business 
  • Previous experience with Salesforce or other CRM preferred
  • Demonstrated experience with creating and adhering to standard operating procedures
  • Relevant experience with setting and achieving KPIs or other role specific business success metrics
  • Bachelor's degree required

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