HX Client Success Manager

Press Ganey; Chicago (IL); Hybrid; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking an HX Client Success Manager to build relationships and drive client success. This role involves strategic guidance, problem-solving, and collaboration with internal teams. Ideal candidates will have extensive experience in healthcare consulting and a passion for customer experience.

Qualifications

• 5-10 years’ experience in healthcare consulting or related fields.
• Knowledge of improvement methodologies and data analytics.

Responsibilities

• Establish and maintain strong stakeholder relationships.
• Monitor satisfaction, drive retention, and identify growth opportunities.

Skills

Communication

Problem Solving

Customer Experience

Education

Bachelor’s degree

Job description

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Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our roots are in U.S. healthcare, one of the most complex industries. Today, we serve clients globally across various sectors, aiming to improve Human Experiences at the core of their business. We combine technology, data, and expertise to help clients identify opportunities, accelerate improvements, and foster loyalty among customers and employees.

Our Culture and Mission

Our success stems from our people and culture. Our employees are talented, collaborative, and passionate, earning us trusted advisor status among top brands. We value learning, innovation, and teamwork, which drive our path of continuous improvement.

Our mission is to empower organizations to deliver exceptional experiences by transforming data into insights that foster innovation and action.

Our Values

• Energize the customer relationship: We partner with our clients, making their goals our own.
• Success starts with me: Personal ownership and collective success.
• Commit to learning: We view every experience as an opportunity to grow.
• Dare to innovate: Challenging the status quo with creativity.
• Better together: Collaborating to win as a team.

Role Overview

The HX Success Manager is a key partner for our clients, ensuring their success and growth with our products and services. You will act as their trusted advisor, building relationships, providing strategic guidance, and driving outcomes. You will also coordinate with internal teams to maximize client impact.

Responsibilities

1. Relationship Building: Establish and maintain strong stakeholder relationships.
2. Problem Solving: Identify and resolve issues proactively.
3. Communication: Maintain polished and timely client communication.
4. Product Knowledge: Develop expertise across our portfolio to meet client needs.
5. Renewal and Expansion: Monitor satisfaction, drive retention, and identify growth opportunities.
6. Advocacy: Champion customer needs internally.
7. Industry Engagement: Lead industry programs and events.
8. Leadership: Lead and support team members as needed.

Work Model

We operate with a hybrid model: in-office three days a week (Tue-Thu) for those near hub locations, with the rest remote.

Qualifications

• 5-10 years’ experience in healthcare consulting, customer experience, or related fields.
• Strong communication skills in English; additional languages a plus.
• Knowledge of improvement methodologies and data analytics.
• Willingness to travel up to 50% for client support.
• Ability to prioritize in a fast-paced environment.
• Passion for customer experience and problem resolution.

Education

Bachelor’s degree plus at least 5 years of relevant healthcare experience.

Additional Info

Flexible working hours between 8AM and 5PM ET. We value diversity and encourage candidates who may not meet every requirement to apply. We are an equal opportunity employer, committed to a diverse workforce.