Associate Client Success Manager (Remote - US)

Nextech; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous annual bonus

401(k) with Employer Match

Flexible Time Off

11 paid holidays

Volunteer Time Off

Healthcare: Medical, Dental, Vision

Health Savings Account with employer 0

Flexible Spending Account

Parental leave (company-paid)

Life Insurance & Disability

Nextech Luminary Peer Recognition

Wellness Program with premium savings

Employee Assistance Program

Corporate Discounts on Retail, Travel,

Pet Insurance options

Job summary

Nextech is a leading healthcare technology solutions provider seeking an Associate Client Success Manager. This remote role supports client relationships, drives renewals, and collaborates with sales to uncover growth opportunities across a nationwide portfolio.

You will manage client satisfaction, coordinate with internal teams, and ensure exemplary service while navigating HIPAA and compliance standards. This role offers a generous bonus structure and comprehensive benefits.

Qualifications

• 1-2 years of client success / account management experience.
• Excellent customer service skills.
• Exceptional written and verbal communication skills.
• Demonstrated ability to problem solve; strong judgment and interpersonal skills.
• Ability to travel throughout the year, including occasionally on weekends.

Responsibilities

• Serve as primary contact for assigned clients on satisfaction and/or problem resolution.
• Maintain client renewal rate and update Salesforce records.
• Collaborate to keep accounts informed of software issues and outages.
• Identify upsell opportunities within existing clients and refer to inside sales as needed.
• Respond to inbound calls and ensure an exceptional client experience.
• Coordinate with inside sales to ensure positive client outcomes.
• Conduct on-site visits and transition account ownership post-sale/implementation.
• Perform customer care calls to strengthen client relations.

Skills

Customer Support

Verbal communication

Written communication

Problem solving

Interpersonal skills

Travel flexibility

Client relationship management

Tools

Salesforce

Excel

Job description

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [e-mail].

This role is open in all states within the United States except for: California, New York, Washington, and Colorado.

The Associate Client Success Manager serves as the primary relationship manager between our clients and our internal stakeholders. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA and other regulations, as appropriate.

Essential Functions

• Serve as primary contact for assigned clients on any/all matters relating to customer satisfaction and/or problem resolution
• Provide minimum number of “Client Touches” as outlined in performance metrics for the ACSM role to ensure exceptional customer experience
• Present and demonstrate any aspect of products currently licensed to the customer in order to refamiliarize, orient provide value to the user/customer to maximize customer experience
• Proactively collaborate internally and cross-departmentally to keep all accounts apprised of any potential issues to their software performance timely (Ex: Former Customer campaign, Ophth/Derm list, Sunsetting of products, Azure outages, etc.) and monitor/record the status of all customer communication in Salesforce, Excel or other prescribed method. This includes processing of administrative work i.e. credit memos.
• Continue to maintain client renewal rate at or above company required goals in designated territory. Address exit strategies as needed and update SF record to include attrition details accurately.
• Following up on any client success / account management issues that are routed through marketing leads to ensure customer satisfaction
• Identify and elevate (to inside sales representative) sales opportunities from within the existing customer base as assigned, maintaining a continuous focus on growth and expansion within existing clients
• Respond to inbound calls in accordance with performance standards for the ACSM role, resolving customer issues and ensuring an exceptional client experience
• Work with inside sales manager to collaborate on client experience as necessary to ensure a positive outcome
• Fully accountable for maintaining a referenceable customer base for assigned territory by facilitating on-site visits with existing customers, collaborate with inside and new business sales team to leverage current account relationships for prospective sales, and ensuring minimum level of “client touches”.
• Participate in kickoff calls to successfully transition account ownership post-sale/implementation.
• Complete customer care calls to build and secure strong client relations resulting in unsurpassed client satisfaction
• Identify at‑risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents
• Carry out additional responsibilities as assigned based on business needs

Minimum Requirements

• 1-2 years of client success / account management experience
• Excellent customer service skills
• Exceptional written and verbal communication skills
• Demonstrated ability to problem solve; strong judgment and interpersonal skills
• Ability to work effectively with all levels of the organization;
• Approachable, professional, patient, balanced approach to handling tasks of varying priority and stress levels
• Ability to travel throughout the year, including occasionally on weekends

Work Environment/Physical Demands

• Remote work
• Long distance or air travel as needed
• This role requires a significant amount of work in front of the computer with communication through daily through chat, phone calls, and virtual meetings.

Total Rewards

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off:take time off when you need itwithout worrying about available hours
• 10 paid holidays
• Volunteer Time Off
• Insurance: Choice ofMedical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Nextech Luminary Peer Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options

Total Rewards

Generous annual bonus opportunity

401(k) with Employer Match

Flexible Time Off:take time off when you need itwithout worrying about available hours

11 paid holidays

Your Day Your Way - Celebrate a day of cultural or social significance to you

Insurance: Choice ofMedical, Dental, and Vision plans

Health Savings Account with employer match

Flexible Spending Account

Access to Linkedin Learning courses for professional development

100% Company-Paid Parental leave (After 6 months with the company)

Company-Paid Life Insurance and Short/Long Term Disability Insurance

Nextech Luminary Peer Recognition Program

Employee Assistance Program with free counseling sessions available

Corporate Discounts on Retail, Travel, and Entertainment