Imo-online

USA

Posted on: 14 September 2023

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Client Success Manager

Research shows that women and underrepresented groups only apply to jobs only if they think they meet 100% of the qualifications on a job description. IMO is committed to considering all candidates even if you don’t think you meet 100% of the qualifications listed. We look forward to receiving your application!

Work that is meaningful. A job that has impact. Colleagues that inspire. That’s what you’ll find at Intelligent Medical Objects (IMO), a growing health IT company creating clinical terminology and insights solutions that are used by more than 740,000 US physicians and 4,500 US hospitals to power better patient care and support meaningful analytics.

The Client Success Manager (CSM) supports the long-term success of IMO’s client journey. You will roll up your sleeves to understand our key client’s requirements, serve as the key contact point, and grow revenue from those clients by extending their relationship with our business which includes processing renewals, royalty reports, and identifying upsell/cross-sell opportunities. Success in these areas will drive client retention, market share, and profitability.

This position is highly collaborative in nature and focuses on the ability to establish cooperative and positive working relationships across our Field Sales, Client Services, and Product Teams to achieve the highest levels of customer satisfaction.

Impact You'll Make

Drive Client Success and Retention

Revenue Growth and Upselling Opportunities

Enhance Client Satisfaction and Collaboration

What You'll Do

Serves as a trusted, strategic advisor to our customers and as an advocate for our customers’ unique needs.

Handles and processes renewals for assigned clients, which will include running orders, managing through Salesforce and at times, calculating and processing CPI increases.

Ensures invoices are paid in a timely manner and works with client(s) on any outstanding balances.

Partners with assigned Client Executives and Inside Sales team for assigned client base.

Provides direction to all internal teams as it relates to any client questions and/or concerns.

Partners with multiple internal teams to emphasize and enhance the Voice of the Customer.

Coordinates meetings with clients, assisting in developing the meetings materials including preparing agenda, putting together PowerPoint presentation, pulling appropriately utilization reports to review with client.

Participates in monthly, quarterly, and/or annual business reviews with clients.

Collaborates closely with customers to identify and execute opportunities to build more into the lifecycle adoption process through cross selling and upselling.

Finds trends, analyzes what they mean, and presents findings to clients.

Creates high quality, scalable processes that ensure our customers’ success.

Ensures open tickets are handled appropriately and timely for assigned clients.

Build out case studies and nurture clients to serve as client references on IMO's behalf, showcasing success stories and fostering advocacy within the customer base.

What You'll Need

Track record of success as a Client Success Manager within a SaaS environment; healthcare or a related field preferred

Demonstrated passion and talent for creating exceptional customer experiences

Excellent verbal and written communication skills, including polished remote and in-person meetings with executive-level audiences

Healthcare technology and EHR familiarity preferred

Ability to be flexible, work independently, and is entrepreneurial by nature

Uses critical thinking skills to analyze and help resolve customer challenges.

Proficiency with Salesforce CRM and MS Office Suite

What We'll Give You

The space to be innovative and collaborative with your peers and team members.

Training from the best. Collectively, we’ve got years of expertise in Healthcare and IT.

Part of a tight-knit team that supports each other, challenges each other, and is looking to make a significant impact in the industry.

Excellent benefits package, including competitive benefits through multiple health, dental, and vision plans, 100% company match up to 5% contribution on your 401(k), flexible PTO and hours, peak performance club trips, and more!

#LI-JI

#LI-Remote

At IMO, we celebrate diversity and are committed to creating an inclusive environment for all employees. IMO is proud to be an equal opportunity workplace and is an affirmative action employer.

IMO also provides visa sponsorship opportunities. Please don't hesitate to apply if you meet all the qualifications for this position and require visa sponsorship.