Client Success Manager

$55,000 - $68,000/Yr

Unclassified - Olympia, WA

Full-time - Entry Level

Remote - Olympia, WA

About the position

As an industry leader, AestheticsPro has been providing medical professionals with industry-specific, cloud-based aesthetic software for over 16 years. We pride ourselves on being the Best Team Ever, with our values rooted in team-oriented environments and transparent communication. Our culture fosters open and honest relationships, emphasizing trust and accountability, and we support an environment where innovative thinking is encouraged. The Client Success Manager plays a crucial role as a strategic partner for our clients, supporting, nurturing, and growing both new and existing client relationships throughout their journey with AestheticsPro. This position is pivotal in maintaining a book of business and striving to meet defined retention goals while ensuring client satisfaction by effectively communicating the value of our services. In this role, the Client Success Manager will serve as the first point of contact for clients, scheduling and leading periodic meetings, providing customer service, and resolving issues via phone and email. They will also communicate integrated partner benefits and software enhancements as needed. Key responsibilities include gaining a strong understanding of the AestheticsPro Software Application, ensuring a smooth transition from Sales to Client Success, and assisting in setting clients up for success. The Client Success Manager will contribute to overall client relationships, manage monthly billing, and work collaboratively across departments to advocate for the customer. Additionally, they will identify upsell opportunities and help clients establish and achieve their goals while maintaining compliance with HIPAA Privacy and Security/PCI regulations. The role requires managing multiple tasks and deadlines concurrently while maintaining a sharp attention to detail.

Responsibilities

• Gain a strong understanding of the AestheticsPro Software Application.
• Ensure smooth handoff from the Sales to Client Success Manager and assist in setting the client up for success in their AestheticsPro client journey.
• Contribute to the overall relationship with clients and have the interpersonal and technical skills required to effectively communicate with clients.
• Manage and maintain monthly billing for clients to ensure timely and correct payment on invoices.
• Maintain and strive to meet and excel retention goals.
• Work and collaborate in a cross-departmental environment (between Client Success Team, Sales & Support Team) on behalf of the customer within a hybrid office setting.
• Work to identify and/or develop upsell opportunities with integrated partners.
• Work with clients to establish goals, or other key performance indicators and aid the customer in achieving their goals.
• Gain a knowledge and understanding of HIPAA Privacy and Security/PCI regulations to perform duties while maintaining compliance.
• Manage multiple tasks and deadlines concurrently, while maintaining a sharp attention to detail.
• Perform other job-related duties and projects as agreed upon.

Requirements

• Two years practical experience providing expert level customer service, solving customer-based issues/complaints, and maintaining and managing client relationships.
• Associate degree or equivalent experience in customer management.
• Bachelor's degree in a field related to position is a plus. Experience may be substituted on a year-for-year basis.

Nice-to-haves

• Strong relational skills; empathy, emotional intelligence, verbal skills, and flexibility.
• Passion for people, enjoy working and building relationships.
• Excellent problem resolution skills.
• Excellent written and oral communication skills.
• Professional, friendly attitude with a goal-oriented work ethic.
• Ability to work independently and in a team environment.
• Working knowledge of back-office tools such as Microsoft Teams, Word, Outlook, and Excel.
• Strong working knowledge of computers, internet, and various operating systems.
• Live within 30 Miles of the Olympia/Lacey, WA area.

Benefits

• 401(k) with 4% Match
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance
• Work from Home/Hybrid Opportunity
• Employer Provided Computer & Mobile Phone
• Monthly reimbursement for home internet service
• Promotional opportunities and unlimited potential for upward mobility!