We are looking for Customer Success Manager (Healthcare) to join our team. As a member of the Operations team, the CSM will be responsible for building client loyalty and fostering long-term client relationships by ensuring that clients have an exceptional user experience.

About the Role

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  Customer-Facing Functions:
  Support and participate in all team functions, including:

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    Managing meetings and workflows (legal, customer success, and recruitment communications).

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    Demonstrating proactive communication.

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    Identifying and resolving issues.

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    Recommending solutions.

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    Offering new services (where needed).

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    Providing technical support.

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    Analyzing and providing internal/external reporting on client accounts to increase retention.

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  Data & Systems:
  

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  Maintain data entry and integrity.

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    Enter and update support systems like Zoho, Healthie, Analytics, Slack, etc.

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  Client Management:
  

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  Manage with a sense of urgency as the client’s main point of contact.

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    Act as the internal client champion, expressing needs and expectations.

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    Manage expectations by aligning services with contract obligations and SLAs.

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    Create and manage Regular Business Review presentations and follow-up deliverables.

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  Internal Collaboration:
  

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  Post client updates in Slack channels.

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    Work directly with Clinical Recruitment for recruiting needs.

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    Partner with Implementation, Clinical/Non-Clinical Patient Support, and Sales teams.

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  Growth & Efficiency:
  

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  Identify expansion opportunities.

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    Build trust and develop a "trusted advisor" relationship with assigned accounts.

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    Improve team efficiency by creating optimum processes with technology and people.

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  Other duties as assigned.

Requirements

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  Experience:
  2-4 years of experience working with clients and/or within healthcare account/industry.

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  Communication:
  

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  Must be C1 or C2 English Proficiency.

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    Excellent written and verbal communication skills.

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    Ability to construct effective communication via email or Slack with necessary context.

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  Technical Skills:
  

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  Experience with Excel and basic data manipulation (Vlookups, Pivot Tables, charts/graphs).

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    Proven capacity to learn new technologies for maximum project success.

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  Mindset & Work Style:
  

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  Ability to thrive in a rapidly changing, high-energy, high-expectations environment.

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    An energetic, mature, positive attitude that works well independently and with a team.

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    Proven track record of taking initiative.

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    Results-oriented and customer-focused mindset.

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    Ability to listen, absorb, and respond accordingly.

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    Ability to manage multiple projects and tasks while staying organized and efficient.

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    Ability to work 3x in-office at BGC on shifting work schedule