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Senior Client Success Manager
Rhythm Management Group
Customer Service
Brooklyn, NY, USA
Posted on Wednesday, September 11, 2024
About Rhythm:
Rhythm is at the forefront of remote monitoring for implanted cardiac devices, managing the care of over 100,000 patients. Our leading patient management platform is designed to enhance patient outcomes and streamline the workflow for healthcare providers. As we continue to innovate and expand our offerings, we are seeking a results-driven Senior Client Success Manager to join our team and play a pivotal role in cultivating new, and existing client relationships, and growing the scope of our partnerships.
About the Role
Reporting to the Director of Account Management and Implementation, the Senior Client Success Manager (CSM) will be a key relationship holder with our clients and be responsible for identifying and owning growth opportunities, retention, churn, upsells, and platform adoption, and for the client’s total service experience and satisfaction with Rhythm.
The successful candidate will have experience building strategic relationships and interacting with practice/hospital leadership, physicians and clinic staff, technology - plus, enjoy working cross-functionally with our internal team.
The role requires programmatic thinking, paired with a growth mindset, to ensure Rhythm provides an unsurpassed customer experience and creates an outstanding brand impression as they serve the client and address challenges.
Responsibilities
- Cultivate and own the relationships with key clients and manage their experience throughout the customer journey to optimize the value of Rhythm’s services.
- Drive growth within key accounts and understand and capture how our clients measure value to ensure this is delivered throughout their contract.
- Actively solve client issues and keep the client informed of the progress made in resolving their issues/requests.
- Identify and upsell additional services through active lead identification.
- Proactively assess any potential client risks and communicate risk assessment to broader teams.
- Prioritize client retention and establish strong and consistent communications with leadership to develop and execute client service plans and renewal strategies.
- Ensure internal alignment between cross-functional teams. Maintain strong relationships with Sales, Operations, Product, and Billing to manage the client service experience and share market feedback, trends, and proactively escalate issues.
- Answer questions about our services, effectively and efficiently. Expand customer expertise and experience with the Rhythm Platform to drive usage and adoption – this includes celebrating and explaining new feature releases and maintaining in-depth knowledge of the remote monitoring services.
- Deploy and analyze surveys for client feedback.
Qualifications
- 5+ years of client management, relationship building, and experience managing multiple clients.
- Excellent written and verbal communication skills with individuals at all levels of the organization.
- Proven ability to interface with and influence clients and internal business partners using excellent interpersonal skills.
- Self-starter with the ability to work independently and within a team environment.
- Ability to navigate ambiguity and approach business changes with an innovative and adaptable mindset.
- Strong analytical thinking, multi-tasking, organization, and time management skills.
- Ability to learn new systems and tools that support work.
- Experience with Microsoft Windows software is a plus.
- Bachelor’s degree (or higher).
Location
This position is US-based and will be located in either our Brooklyn, NY office or Rockville, MD office. You will be expected to be present in the office at least 2 days per week.
How We'll Take Care of You
- Competitive Health, Dental, and Vision Insurance
- Paid Time Off and Paid Holidays
- 401(k) with Employer Match
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and other such rewards. As a member of the Client Success Team, you can expect your pay to be comprised of 60% Base Salary and 40% Inventive-Based Pay that is rewarded Semi-Annually.
Total Pay Range (Base and Incentive)
- $130,000 - $145,000