Job Description
What You'll Accomplish:
Own the Client Journey
Masterfully 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 Advisor
Lead 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 Growth
Boost 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 Excellence
Document 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 Voices
Partner with Sales and Marketing to develop compelling case studies and testimonials.
Leverage client success stories to fuel pipeline growth and conversion.
Be the Client Champion
Advocate 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!
Qualifications
What You Bring (Qualifications & Experience):
Bachelor's degree or equivalent practical experience in a relevant field.
3-5+ years of direct client-facing experience in Customer Success, Account Management, Sales, or Business Development.
Experience working directly with optometry or ophthalmology practices.
Understanding of common practice management or EHR systems in the optical sector.
Familiarity with day-to-day workflows and challenges of optical practices.
Proven Track Record: Demonstrated success in client retention, upselling/cross-selling, and building lasting professional relationships.
Excellent communication, presentation, and interpersonal skills.
Additional Information
You're a Great Fit If You Are:
Analytical & Solutions-Oriented: You dissect challenges and devise effective, client-centric solutions.
Sales-Minded & Customer-First: You naturally identify opportunities while prioritizing client needs and success.
A Clear & Persuasive Communicator: You articulate ideas compellingly and can tell a captivating story.
Adaptable & Resilient: You thrive in dynamic environments, manage pressure effectively, and adapt quickly.
Organized & Driven: You are exceptionally organized, self-motivated, and highly accountable for your results.
Why Join My Business Care Team?
Impactful Work: Join a mission-driven team that's genuinely redefining client success in the specialized healthcare services space.
Flexibility: Enjoy a fully remote work setup, offering you work-life balance.
Rewarding Performance: Benefit from a generous performance-based bonus structure that recognizes your achievements.
Career Growth: Build your career within a growth-oriented, supportive, and sales-friendly culture.
Collaborative Environment: Work with passionate colleagues dedicated to mutual success.