Job Mission:The job of our Client Success and Support team is to proactively create an environment where our clients and partners achieve success. Specifically your mission as a CSM is to create and maintain high quality business relationships built on trust, accountability, and competence with our end users and their managers. Additionally, you are responsible for ensuring the day to day operations of our software and services are meeting client needs and bringing value to the partnership.The outcomes we’re looking for:

1. Proactive and action-oriented management of your book of business

• Identify and understand your clients’ business objectives and what’s important to them
• Continuously move towards the next level of client satisfaction
• Flag at-risk customers and develop action plans to proactively mitigate those risks

• Greater than 95% retention rate
• Higher than 75% of your portfolio has a positive health status (green) and there is a clear strategy to move any yellow/red clients to green
• 75% of your portfolio are referenceable clients
• High client satisfaction scores as measured by NPS responses specific to service and any additional CSAT surveys

• Take responsibility for a positive and seamless onboarding process for new clients using existing tools and templates while also working with the Director of Implementation to identify opportunities for continuous improvement

• Advocate for our client’s needs internally to sales, product, and operations
• Take ownership for 1-2 objectives and key results each quarter and drive to completion/measurable results
• Identify needs or gaps in the ongoing education of product functionality, operational processes and industry/compliance knowledge to allow for continued development in internal (and external) training resources

• All clients have quarterly reporting packages that are delivered timely
• Health scores are reportable for all clients and support targeted client action plans across the book of business
• Deliver an accurate quarterly churn and expansion forecast for book of business

Competencies Required:

Communication:

• Possess strong presentation skills and has the ability to translate data into a meaningful partnership updates for clients

• Gets the point across in clear and simple terms. Can translate complex functional or technical language into easily understood concepts
• Communicates message with the appropriate level of detail and information based on the audience
• Understands that clarity is measured at the recipient's ear, not the speaker’s mouth
• Responds quickly and respectfully to all client communications and internal messages
• Stays calm, respectful, and effective in the face of stressful situations and instill confidence in your team, your peers, and your clients

Eagerness to Learn:

• • Learn quickly and apply learnings to your job immediately
  • Identifies opportunities for professional development and gets after it

Trusted Partner:

• • Proactively seeks opportunities to demonstrate value to our clients
  • Builds trust with client stakeholders

Proactivity:

• • Understand client’s needs well enough to anticipate their requests and be prepared in advance.
  • Continuously identify and work to eliminate the 20% of request that drives 80% of reactive work
  • Seeks support from Management when needed

Problem Solving Mindset:

1. • Listens and understands a problem and works to uncover the root cause and then the best solution for the client/team member
   • Does not settle for an “okay” solution to a problem. Looks for ways to prevent the problem from arising again and for improving the processes tied to the issue so the experience can improve for the end user

Desired Attributes:

1. 2+ years experience directly managing client relationships 
2. Experience in the Healthcare and/or SaaS space, previous experience in a startup environment is a plus
3. Engaging presentation skills for regular client meetings, virtually and in-person
4. Team player with a passion for making an impact
5. Willingness to learn and grow client facing skills
6. Proficient in Salesforce and familiar with a client ticketing system such as ZenDesk
7. Must be open to remote work
8. Bachelor’s Degree

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In compliance with the nation-wide updates on the Equal Pay For Equal Work Act, salary range is displayed: Estimated salary range: $70,000 to $95,000. This base salary range represents the low and high end of the andros salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of andros’s total rewards package for our employees. Other rewards may include annual incentive pay based upon performance that is commensurate with the level of the position. In addition, andros offers a generous benefit package, including medical, dental, and vision plans, wellness program, 401(k) with up to 4% match, life insurance, 11 company holidays, unlimited Paid Time Off and more!

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