Client Success Manager - Ortho

Client Success Manager - Ortho

13 Jul 2020

Client Success Manager - Ortho

Job Description

The Associate Client Success Manager serves as the primary relationship manager between our clients and our internal stakeholders.

  • The main responsibilities of the ACSM are to maintain regular client communications
  • Present aspects of products currently licensed to the client for touch points and new product use; be the anchor of ongoing education on licensed products
  • Collaborate internally to keep all accounts apprised of any potential issue to their software performance and monitor/record the status of all customer communication in Salesforce, Excel, etc.
  • Maintain client renewal rate at or above company goals in territory
  • Follow up on client inquiries directed to other departments
  • Attend Trade Shows to represent the company and strengthen relationships with existing client base
  • Respond to inbound calls in accordance with performance standards for the ACSM role, resolving customer issues and ensuring an exceptional client experience
  • Fully accountable for maintaining a referenceable customer base for assigned territory by facilitating on-site visits with existing customers collaborate with inside and new business sales team to leverage current account relationships for prospective sales, and ensuring minimum level of “client touches”.
  • Participate in kick off calls to successfully transition account ownership post-sale/implementation.
  • Conduct onsite Customer Visits in accordance with performance metrics for the CSM role

Working Environment:

  • General office environment: Works generally at a desk in a well-lighted, air-conditioned cubicle/office, with moderate noise levels.
  • Long-distance or air travel as needed – not to exceed 10% travel.
  • Periods of stress may occur.

Physical Demands:

  • Activities require a significant amount of sitting at office and work desks and in front of a computer monitor.
  • Some walking and standing relative to interaction with other personnel.


Minimum Requirements:

  • Bachelor’s Degree


  • 2-4 years of client success / account management experience;

    practice experience preferred

  • Excellent customer service skills
  • Exceptional written and verbal communication skills
  • Demonstrated ability to problem solve; strong judgment and interpersonal skills.
  • Ability to work effectively with all levels of the organization;
  • Approachable, professional, patient, balanced approach to handling tasks of varying priority and stress levels
  • Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes; strategic thinker
  • Ability to travel throughout the year, including occasionally on weekends

Additional Information

Benefits and Perks

At Nextech we strive to be a great place to work and we are constantly evolving the way we take care of all our teammates.

  • Competitive Salary
  • Highly Competitive Bonus
  • "Shoot for The Stars" Salary Step Program for Product Support Roles
  • Employee Recognition Program
  • Choice of 3 Medical Plans
  • Wellness Program Including Discounts on Medical Premiums
  • Company HSA Funding
  • 15 days PTO at date of hire (increase with tenure milestones)
  • 10 Paid Holidays
  • 1 Floating Holiday
  • Volunteer Time Off
  • 100% Company-Paid Parental leave for Mothers and Fathers
  • Choice of 2 Dental Plans
  • Vision Insurance
  • 401K Employer Match and Roth Option Available
  • 100% Company Paid Life Insurance
  • 100% Company Paid Short and Long-Term Disability Insurance
  • Flexible Spending Account
  • Company-Sponsored 529 College Savings Plan
  • Supplemental/Ancillary Insurance
  • Company Sponsored Events
  • Corporate Discounts on Retail, Travel, Entertainment and More!
  • Pet Insurance
  • Healthy Snacks
  • Treadmill Desks
  • Casual Dress/Work Environment
  • Employee Referral Bonus

All your information will be kept confidential according to EEO guidelines.

Job Details

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