Client Success Manager (ENG)

We are seeking a proactive and laser-focused Client Success Manager to join MedVirtual. You will be responsible for assisting and coaching virtual staff, setting up client partnerships, and driving growth and retention. Your role will involve ensuring client satisfaction, building strong relationships, and implementing strategies to maximize client success.

Key Responsibilities:
Virtual Staff Management

• Oversee the onboarding, performance, and development of virtual staff assigned to clients.
• Ensure virtual staff are aligned with client expectations and deliverables.
• Address and resolve performance issues, providing coaching and support as needed.
• Collaborate with the internal team to match the best-fit virtual staff to client needs.

Data-Driven Insights & Reporting

• Track and analyze key account metrics, including client satisfaction, retention rates, and revenue growth.

• Provide regular reports to clients, highlighting milestones, performance, and areas of improvement.

Collaboration & Innovation

• Work closely with internal teams (Sales, Operations, and Training) to improve service delivery and client satisfaction.
• Drive cross-functional projects that enhance service delivery and client satisfaction.
• Develop and execute initiatives that improve onboarding, training, and integration processes for virtual staff.
• Actively participate in product development discussions, providing client-focused insights to enhance offerings.
• Lead efforts to adopt and implement new tools or technologies that enhance client and virtual staff experiences.

Client Management & Retention

• Build strong, long-term relationships with clients by understanding their goals, challenges, and operational needs.
• Serve as the primary point of contact for assigned accounts, providing timely and effective communication.
• Monitor client satisfaction and proactively address concerns to ensure high retention rates.
• Conduct regular check-ins and strategic business reviews to showcase the value delivered by MedVirtual.

Client Growth

• Identify and present opportunities for upselling and cross-selling MedVirtual’s services.
• Collaborate with clients to identify ways virtual staff can further support their operations.
• Partner with the sales team to onboard new services or expand existing ones.

Requirements

• Proven experience in account management, client success, or a similar role (preferably in the healthcare industry from the BPO or virtual staffing industry).
• Strong interpersonal and communication skills, with the ability to build rapport with diverse clients and team members.
• Excellent problem-solving and conflict-resolution skills.
• Familiarity with CRM tools, reporting software, and virtual collaboration tools.
• Strong organizational skills and attention to detail.
• Willingness to work in US time zones (PST, EST, CST).
• High school diploma or equivalent.

Preferred Qualifications

• Experience managing remote or virtual healthcare teams.
• Background in training and development or process improvement.
• Knowledge of client success best practices and metrics.
• Hubspot Experience

System and Work Setup Requirements:

• A stable and high-speed internet connection preferably 25 MBPS or higher with backup in cases of power interruption or service provider issues.
• Own PC/laptop with 8GB RAM, and a processor of Core i5 / AMD Ryzen 3 / 2013 Mac equivalent or higher; Windows 10 or above / Catalina 10.15 or newer; with up-to-date web browsers, and security software, 500GB/128 SSD storage
• Headset/earphone with noise cancellation and webcam at 720p or higher resolution
• A designated, quiet, and well-organized workspace free from distractions to facilitate focused work

Benefits

• Permanent remote work setup
• Competitive starting rate paid in USD
• Internet Allowance
• HMO insurance (PH)
• Retirement Fund
• Paid US holidays
• Paid Vacation and Sick Leaves