The Company:
Headquartered in Louisville, Kentucky, 3DR Labs, the largest 3D medical image post-processing lab in the U.S., provides 24/7/365 access to more than 200 expert radiologic technologists and to state-of-the-art imaging software. Founded in 2005, 3DR Labs provides services to over a thousand hospital imaging departments, stand-alone imaging centers, and radiology practices. Turnaround times for CT and MRI exams are guaranteed within hours or even minutes. With 3DR Labs, hospital imaging leaders have access to a high level of expertise and experience a truly collaborative relationship.
Visit us online at https://3drlabs.com to learn more about us.
We are searching for a Client Success Manager. This is a remote/virtual role and will require up to 20% travel.
We are open to candidates from the following states where we already have established operations: AL, AR, AZ, FL, GA, IA, IL, IN, KS, KY, LA, MI, MS, NE, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV.
Summary
As a Client Success Manager (CSM), your primary responsibility is to build and maintain strong, long-lasting relationships with clients. You will serve as the main point of contact between the organization and its clients, ensuring their satisfaction and success with the products or services provided. The role involves understanding clients' business needs, understanding our business, collaborating with internal teams, and proactively addressing any issues that may arise.
Key Responsibilities:
Client Relationship Management:
- Develop and nurture strong relationships with clients to understand their business objectives and challenges.
- Serve as the primary point of contact for clients, addressing inquiries, resolving issues, and ensuring overall satisfaction.
Onboarding and Implementation:
- Work closely with 3DR Implementation Specialist to help facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of the product or service.
- Collaborate with internal teams to ensure successful implementation and deployment of products or services.
Knowledge of the Services Provided:
- Maintain a deep understanding of the organization's services and stay informed about updates and new features.
- Educate clients on best practices and guidance utilizing the products or services effectively to meet their goals.
- Proactively identify and present opportunities for clients to expand their use of 3DR Labs' services (upselling services), ensuring alignment with their evolving needs and objectives.
Account Management:
- Monitor and analyze client usage and engagement with the organization's offerings.
- Identify upsell and cross-sell opportunities to expand the scope of services and increase revenue.
- Demonstrate knowledge about what actions would hinder the operational processes, create contractual inconsistencies, or hurt the business.
- Utilize retention strategies that ensure high client retention rates. Proactively address any issues that would have a client leave.
Client Advocacy with an Awareness of the Business:
- Act as a client advocate within the organization, conveying client feedback and needs to the relevant teams. Use business acumen to consider the bigger picture of where the clients’ needs and the business’ capabilities come together.
- Work collaboratively with sales, marketing, and product development teams to enhance the overall client experience. Show innovation in problem-solving and create opportunities that benefit both clients and the business.
Performance Metrics:
- Achieve customer case volume adoption targets within your assigned region.
- Meet projected up-selling case volume targets for your assigned territory.
- Maintain revenue targets and case volume adoption rates for clients in your region.
- Drive positive client engagement and satisfaction scores, as reflected in NPS results.
- Track and analyze client performance metrics to identify trends, address concerns, and enhance overall satisfaction.
- Deliver account management outcomes that demonstrate strong business acumen, effective relationship management, and measurable results aligned with business goals.
Qualifications:
- Required associate degree in health science in Radiology Technology or preferred bachelor’s degree in a health science or related field.
- Required knowledge of cross-sectional anatomy, physiology, medical terminology, and radiologic equipment.
- Required license: ARRT R.T. (R). Preferred CT and MR license.
- 2+ years of experience in a client success role with major accounts. Demonstrated ability to upsell and produce revenue growth with existing accounts. Candidates must present healthcare-related experience in customer service, account management, or similar experiences to demonstrate qualification.
- Proven experience in client success, account management, or similar role.
- Strong communication and interpersonal skills.
- Excellent problem-solving and negotiation abilities.
- Familiarity with CRM software and client success tools.
- Ability to work collaboratively with cross-functional teams.
- Results-driven with a focus on meeting and exceeding client expectations.
- Preferred bachelor's degree in business, sales, marketing, or a related field.
- Preferred experience using Excel formulas, sorting, and pivot tables. Power BI a plus.
- Preferred experience in a sales and upselling environment.
- Preferred experience using Salesforce software or CRM software.
- The ability to travel up to 20 % of the time is required
Personal Attributes:
- Client-focused mindset balanced with business needs.
- Proactive and self-motivated.
- Strong organizational and time management skills.
- Adaptability and ability to thrive in a fast-paced environment.
- Team player with a collaborative approach.
- Ability to have difficult conversations with a win-win approach.
EEO
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, age, veteran status, or disability status. We require an inclusive environment free from discrimination and harassment.
