Client Success Manager

    Client Success Manager

    Healthcare Industry (Remote)

Jayce Grayye Consulting is seeking a Client Success Manager for one of our clients! They help medical centers get up to date with the newest and greatest medical devices and ensure clients are satisfied with their technology by providing ongoing support and resources required for a successful deployment, utilization, and return on investment on product and marketing efforts. Their newest product is Modus-F, a non-invasive, focused acoustic wave system specifically designed for orthopedic use. This type of technology has been used by medical institutions all around the world and is now available in the United States. Come join a growing company that has a vast amount of experience in the medical industry and is helping doctors & medical center owners scale. 

Are you an energetic, organized, people person that is seeking an opportunity to positively impact the success of others? Are you ready to lead an elite group of doctors to help them grow their practice with a breakthrough medical device? We may have a spot for you. We're looking for a Client Success Manager that wants to build meaningful relationships at a rapidly growing company focused on developing and introducing revolutionary technology that reshapes traditional healthcare.

Structure & Compensation

• Full-time & Fully Remote (40 hours per week)
• Salary Range $55,000 - $60,000 USD per year+Bonus & Incentives for Hitting Objectives (Depends on Experience)
• Working Hours Roughly 9 to 6 EST
• Total OTE $72,000/yr+ 1st Year & In 2nd Year $85,000/yr

Requirements

• 2+ years of relevant experience in client success/project management or account management role
• Experience using CRMs, Zoom, Google apps, (Gmail, docs, calendars), monday.com, and slack 
• Relevant experience in either a SaaS environment and/or the medical device industry is preferred but not required, 
• Passion or General Interest in the medical space is required.
• Knowledge of Key CS Metrics ( LTV, MRR, Churn, renewals etc.)
• Experience with change management and adoption methodologies
• Confidence, with an ability to communicate with healthcare clients
• Previous experience working in B2B sales is a plus
• Comfortable executing initiatives without clearly defined guidelines, bringing new solutions, and building relationships in a startup environment
• A driven, dedicated teammate with creative ideas to inspire customer adoption
• Strong communication skills, interpersonal skills and attention to detail
• Excellent organizational skills and ability to manage and prioritize multiple projects
• Experience working in orthopedics or chiropractic care is a plus but not required

How you will make an impact:

• Taking care of our providers. You will act as the main point of contact and trusted advisor to clients, managing the end-to-end process and nurturing the relationship.
• You will deliver and communicate ROI throughout the client lifecycle. 
• You will maintain daily, weekly or monthly touchpoints depending on the stage of their integration to increase product satisfaction and strengthen customer loyalty.
• Being proactive and reactive. You will identify and solve problems, resulting in exceptional levels of satisfaction. You will collaborate across sales, marketing and logistics internally to troubleshoot device issues, address concerns and answer questions.
• Onboarding new providers. You will curate a device deployment strategy for new providers in their practice , ensure a smooth handoff process post-sale, and coordinate with the logistics team for device delivery. You will deep dive into helpful resources and highlight training programs to ensure an excellent first impression. You will guide new providers through setting up and configuring our technology within their clinical setting.  
• Providing world-class service and expertise. You will advise and execute on client engagement strategies, refining our approach and optimizing our client offerings to scale effectively. 

What's In It For You

• Leadership: You want an opportunity to provide clinics, practices, and medical practitioners, a new versatile technology that will empower patients and allow practitioners to cater to a wider variety of cases without having to switch between methods or modalities. You want to be the guiding voice enabling our providers to truly engage with our technology and achieve successful outcomes for their practice.
• Exposure. Here is your chance to work with key business owners in the medical space to grow their patient base and engagement through a modern treatment solution. You will expand your network as you connect with medical practitioners and business owners of leading clinics across the United States.
• Growth: We are looking to nurture intelligent, innovative and compassionate client success advocates who want to be part of an energetic culture and company, and are interested in contributing their talents in a team setting. Our focus is your growth and professional satisfaction, resulting in clear opportunities to help us scale and be better through your ideas, and the chance to be part of projects, and try new things

Outcomes // KPIs:

1. Manage 60+ clients through relationship building, problem-solving and results management day in and day out with the two main goals of preserving revenue and expanding revenue. Each of these KPI’s below are all geared towards those two goals, ultimately improving client satisfaction and retention. 
2. Customer Retention/ Revenue Preservation
3. Churn Rate below 4% - the percentage of clients who no longer use our training programs, customer support and technology. For example, returned devices, non-renewal for business builder program (loss of recurring value) 
4. Monthly Recurring Revenue (MRR)-calculation of the company’s predictable revenue on a monthly basis. You will be responsible for tracking your ‘book of business’– MRR will be calculated for measuring client growth and momentum. 
5. Renewal Rate above 85% - percentage of customers that renew their 6-month support and training program access–
6. Average Revenue per Client (ARPC), also known as Average Revenue per Client, is the average revenue received per client over a period of time. ARPC will allow the CS department and executive team to gain a deeper insight into:
7. Profit generation capability
8. Understanding customers
9. Financial forecasting
10. Comparison to market competitors

Perks

• Access to world-class sales training and education 
• Paid Vacation Time
• Laid Back but professional environment 
• Other Benefits can be discussed with the client directly

Job Type

Full-time, Base Salary, Remote, Marketing, Medical Device Industry, USD, W2 Position for US Based Applicants, Independent contractor position for Canadian Applicants. North American Applicants Only

If you prefer to submit your LinkedIn profile instead; please submit a word file with a link to your profile

Please review all the requirements before applying. Thank you!