What You'll Accomplish:Own the Client JourneyMasterfully guide clients through the full lifecycle: onboarding, implementation, adoption, training, and renewals.Conduct regular client check-ins and quarterly business reviews.Develop and execute tailored Client Success Plans aligned with each client’s goals.Proactively identify and mitigate churn risks through early warning indicators.
 Strategic Client AdvisorLead pivotal conversations as a trusted advisor, ensuring ongoing value delivery.Identify and pursue upsell or cross-sell opportunities that align with client objectives.
 Drive Measurable GrowthBoost product usage and adoption across the client base.Increase referral rates and elevate Net Promoter Scores (NPS).Track and report on key success metrics to internal stakeholders.
 Optimize for ExcellenceDocument all client interactions and key information within our Monday.com workspace.Contribute to the creation of client resources, FAQs, and self-service materials.Continuously refine success workflows to ensure personalized, efficient, and high-impact engagements.
 Amplify Client VoicesPartner with Sales and Marketing to develop compelling case studies and testimonials.Leverage client success stories to fuel pipeline growth and conversion.
 Be the Client ChampionAdvocate client feedback across Product, Support, Sales, and Leadership teams.Influence our roadmap and service offerings to better meet optical-practice needs. How Success is Measured (Your Impact):Product Adoption & Usage: Tangible increase in client engagement with our solutions.Net Promoter Score (NPS): Consistently achieves high NPS, reflecting exceptional client satisfaction.Client Retention: Drive client retention to an industry-leading 98%+.Revenue Growth: Successfully upsell/cross-sell services to expand client accounts.Portfolio Management: Effectively manage and nurture a portfolio of 42+ key clients.Performance Bonuses: Earn significant performance-based bonuses for each key metric target achieved!
