National Client Success Manager

The Wound Pros - Los Angeles, CA

Full-time - Mid Level

Remote - Los Angeles, CA

1,001-5,000 employees

Ambulatory Health Care Services

About the position

The Wound Pros is a nationwide Wound Care Medical Group dedicated to healing wounds, saving lives, and reducing costs for partnering agencies. With a mission centered around providing peace of mind to patients with chronic non-healing wounds, we offer a comprehensive wound care strategy that includes Digital Wound Management, Telemedicine, Advanced EHR systems, Mobile Vascular Assessment, and more. Our organization prides itself on its core values of listening, innovation, perseverance, and personal growth, fostering a culture that encourages team members to implement new ideas and maintain a positive work environment. As a National Client Success Manager, you will play a crucial role in establishing and maintaining strong relationships with both potential and existing clients under the National accounts category. Your primary responsibility will be to deliver exceptional service by educating clients about our wound care services, facilitating EMR integration, and acting as a liaison between the National Accounts manager and clients. You will work closely with the National Account Manager and the CSM Director to ensure high levels of service for our prestigious clients, contributing to the overall success of our organization. In this role, you will be expected to communicate constantly with the National Account Manager, cultivate relationships with National and VIP Accounts, assist in EMR integration, conduct educational in-services, and manage accounts in Zendesk. Your ability to multitask, manage time effectively, and maintain excellent communication will be essential to your success in this position.

Responsibilities

• Establish and maintain relationships with potential and existing clients managed under the National accounts category.
• Deliver exceptional service by educating clients about wound care services through hosting educational in-services.
• Maintain account management in Zendesk with attention to detail.
• Facilitate EMR integration for clients.
• Act as a liaison between the National Accounts manager and clients.
• Conduct one-on-one RITA training with clients upon request.
• Ensure smooth execution of SNF rollouts for all National Accounts and some VIP Accounts.
• Manage accounts in Zendesk and maintain regular communication with the National Accounts Manager and CSM Director.
• Follow up with clients when necessary and assist with projects as requested by management.

Requirements

• Bachelor's degree in Business, Sales & Marketing, or related field.
• 7+ years of combined college courses and related work experience.
• 4+ years of healthcare industry experience preferred.
• Background in Healthcare Client Management is required.
• Proven track record in customer relationship management.
• Experience working with healthcare-related technologies, data, and software(s).
• Technical aptitude with the ability to adapt, learn quickly, and teach others.
• Proficient use of MS Office Suite (particularly Excel and PowerPoint), Zendesk (CRM), Google Sheets, Google Docs, Google Drive, etc.

Nice-to-haves

• Experience with high-level clients.
• Wound Care knowledge preferred.
• Experience in mobile technologies (Slack, email, Dialpad, Push Notifications).
• Excellent presentation skills in In-Person & Zoom Meetings.
• Prior experience in cross-functional roles and team collaboration.

Benefits

• Medical, Dental, and Vision insurance
• 401K plan available
• Vacation, Sick, Paternity & Maternity leave
• 10 Paid Federal Holidays