Client Success Manager

Acu-Serve Corp. - Akron, OH

Full-time - Mid Level

Onsite - Akron, OH

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at ACU-Serve Corp is responsible for ensuring the overall well-being of dedicated clients and team members. This role focuses on maintaining high productivity and efficiency while managing client accounts and team performance. The Client Success Manager acts as the primary point of contact for clients, addressing their needs and ensuring timely communication to achieve company goals. The position requires strong analytical skills to assess data and communicate findings effectively.

Responsibilities

• Work as the lead point of contact for all matters specific to a client account
• Manage a team of Account Managers and AR Specialists with emphasis on collector efficiency and performance reviews
• Maintain and build strong, long-lasting relationships with clients
• Assist with challenging client requests or issues escalations as needed
• Identify new business opportunities with existing clients
• Solicit employee feedback and respond timely
• Identify and address problems and opportunities for the company
• Achieve and maintain standard levels of service for accounts receivable
• Ensure client work is completed on time
• Determine company needs and connect departments to solve problems
• Collaborate with executive leadership for onboarding of new clients and projects
• Collaborate with team members to ensure seamless business execution
• Consult with trainers, other managers, and executive leadership
• Proactively solve problems and provide timely resolution
• Work on multiple projects simultaneously and adapt to changing priorities
• Meet multiple project deadlines while maintaining accuracy and attention to detail
• Help promote a company culture that encourages top performance and high morale

Requirements

• Proven work experience as a Senior AR Specialist, Account Manager or other lead role
• 3 years' experience with Durable Medical Equipment (DME)
• Ability to communicate, present and influence leadership at all levels of an organization
• Experience delivering client-focused solutions to customer needs
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, Excel), Claims, Clarity, and Smartsheet
• Strict adherence to company philosophy, mission statement, vision, and goals
• Excellent interpersonal skills and communication with all levels of management and employees
• Critical thinker who can analyze situations and make decisions that support company goals