HX Client Success Manager

Press Ganey & Associates - Chicago, IL

Full-time - Mid Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The HX Client Success Manager at Press Ganey Associates LLC is a pivotal role focused on ensuring client success, satisfaction, and growth with the company's products and services. This position serves as the primary advocate and trusted advisor for clients, fostering strong relationships and delivering strategic guidance to maximize the value derived from Press Ganey's solutions. The role involves leveraging communication skills and a strategic mindset to build relationships, provide expert guidance, and drive tangible outcomes for clients.

Responsibilities

• Establish strong, multi-level client stakeholder relationships, becoming a trusted advisor for guidance and support.
• Proactively identify issues or concerns and work cross-functionally to resolve them promptly, ensuring a seamless experience for the client.
• Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
• Understand and develop thorough knowledge of products and solutions across the entire Press Ganey portfolio to effectively address client needs.
• Monitor client satisfaction and engagement levels to drive retention and identify opportunities for account growth.
• Partner with Growth to assist with discovery and contribute to account plans and strategies.
• Champion customer needs internally and mobilize other Press Ganey resources to maximize customer impact.
• Support and lead industry programs, online communities, webinars, and events aimed at networking like clients to support Press Ganey's value proposition.
• Lead direct reports, guiding, coordinating, and supporting team members as needed.

Requirements

• Minimum 5-10 years' experience in healthcare consulting, customer experience, patient experience, customer success, or account management.
• Strong communication skills including written, analytical, presentation, and verbal (English required, foreign languages a plus).
• Ability to effectively develop materials appropriate to the audience and evangelize key concepts and best practices.