Sr. Client Success Specialist

We're looking for a Client Success Specialist to join our team!  

Phreesia is looking for a Client Success Specialist to join our team! You will be responsible for supporting account teams in driving adoption and utilization of products, maintaining high contract renewal rates and increasing overall client satisfaction. Furthermore, you will partner alongside your experienced account team to fully engage the clients at all levels, including executives, and work cross-functionally to execute specific initiatives designed to maximize business value for our clients.   

Our mission is Making care easier everyday by helping healthcare providers better understand their patients. You will contribute to our mission by optimizing a solution that best fits the needs of our clients. Clients include primary care, single-specialty and multi-specialty practices, health systems, and hospitals. The position interacts with clients virtually. Highly organized individuals with excellent communication skills and a strong desire to learn who thrive in a fast-paced environment will excel in this role.  

What You'll Do:   

• Learn and master technical product functionality to assist with consulting opportunities alongside the account team on workflows and develop client solutions. 

• Proactively address client risks based on product usage trends and key performance indicators by generating analytic reports, interpreting data and providing recommendations for improvements  

• Manage client satisfaction through exceptional service resulting in client retention and expansion for book of business 

• Utilize CRM platform documenting playbook tasks to ensure client satisfaction and retention 

• Collaborate with different teams, including, Support, Product Management, Client Services and Sales to address customer issues  

• Utilize and optimize best practice to ensure quality, effectiveness, and efficiency of our processes  

• Own the configuration and testing of all client change requests for Phreesia’s product solutions 

• Collaborate with clients to understand their needs and translate those requirements into actionable outcomes utilizing best practices and solutions within the product 

• Provide expert consultation and workflow design to ensure successful implementation and optimization of the product 

• Serve as a strategic advisor to clients, helping them achieve their goals through customized product configurations. 

• Oversee the lifecycle of support cases related to configuration requests, ensuring timely resolution and exceptional quality by tracking, managing and prioritizing case queues to meet client expectations while maintaining consistent communication.