Client Success Manager

Job Title: Client Success ManagerLocation: Kansas City Metro - RemoteReports To: Sr. Director of Client SuccessCompany Overview: TrackMy is a SaaS healthcare IT company based out of Lenexa, Kansas (Kansas City Metro). TrackMy is an industry-leading healthcare IT company revolutionizing the onboarding and compliance processes for organizations with our cutting-edge platform. Our mission is to simplify onboarding, expedite employee health compliance, enhance the employee experience, and ultimately reduce onboarding time and costs for organizations of all sizes. Over 60+ health systems, state and local health departments, regional hospitals, community hospitals, critical access hospitals, FQHCs, medical groups, dental groups, Fortune 500s, and higher education organizations have streamlined their onboarding and health compliance processes with TrackMy. Core functionality includes :·      Automated Vaccine Retrieval, Tracking, Compliance Gap Analysis·      Compliance Reporting (CMS, NHSN, DNV, Joint Commission, and more)·      Customized Medical Questionnaires·      Online Scheduling·      OSHA Symptom, Exposure, and Incident Management Tracking·      Real-time Surveillance and Alerting·      Respirator FIT Testing·      Digital Waivers, Consents, Declinations, and MoreOver the last 12 months, TrackMy has been on explosive growth, as a result, we are seeking to hire a Client Success Manager for our growing team. If you are an innovative, entrepreneurial, and ambitious IT professional who is enthusiastic about solving complex problems and delivering winning solutions to clients, we'd like to hear from you!Visit learn more!Job Summary: We are looking for a highly motivated and experienced Client Success Manager (CSM) to join our dynamic team. The ideal candidate is someone who has experience in a client-facing role, understands and has a desire to learn the workflows of our products and clients, and has a strong track record in both consulting and delivery. This individual will be responsible for managing client relationships, driving the adoption of new functionality, and ensuring clients' ongoing success with TrackMy. This role involves overseeing a variety of tasks including renewals, upsell opportunities, ongoing client education, issue resolution, and continuous engagement. The CSM will also collaborate with cross-functional teams to implement new features and solutions while focusing on our diverse client base, including development partner clients and multi-phase project clients in the healthcare industry.Key Responsibilities:Client Success and Relationship Management:Cultivate and maintain ongoing relationships with clients, acting as their trusted advisor.Provide consistent support and communication to ensure client needs are met, helping them achieve their goals with TrackMy.Track and report on KPIs to measure client success, proactively addressing any areas of concern.Ensure timely resolution of client issues and escalate as necessary to relevant teams.Training and Education:Deliver comprehensive training to clients on how to maximize their use of TrackMy, particularly during key events like flu season.Guide clients through ongoing education on platform updates, functionality changes, and best practices.Train and mentor the CSM team on new functionalities and educate them on the reasoning behind product rollouts and updates.Back to Base Growth:Engage existing clients to introduce new functionalities and drive continued usage of TrackMy.Identify client upsell opportunities, and work cross-functionally with our sales and contract manager.Manage renewals and contract-term ends, ensuring a smooth process and positive client outcomes.Expand scope of use for existing clients on a quarterly or ad hoc basis.Client Development and Joint Collaboration:Manage development partner relationships with key healthcare organizations such as large health systems, hospitals, and custom development clients.Collaborate with clients on joint development projects, ensuring alignment with both client goals and product development timelines.Lead the implementation of new add-on functionalities for clients, ensuring clear communication around who, what, and when.Cash Collections & Billing:Work with the contracting and finance team to ensure timely and accurate billing processes, and aid in cash collections processes.Client Types and Relationship Strategy:Tailor your approach based on client types, understanding that larger healthcare organizations may require a different level of engagement compared to smaller healthcare providers.Build personalized playbooks for different client types and ensure they are being followed by the team.Collaboration with Internal Teams:Collaborate closely with Sales, Marketing, and Product teams to ensure client needs are being met and to inform product development efforts.Support ongoing testing efforts for new features and functionalities to ensure successful client rollouts.Qualifications:Bachelors degree or equivalent experience in Business, Marketing, Healthcare, or related field.3-5+ years of experience in client success, account management, or a consulting/delivery role such as Delivery Consultant, Solution Architect, Project Manager.Proven experience in both technical and client-facing roles, ideally with experience in building, deploying, and supporting SaaS-based solutions.Strong understanding of client relationship management, sales processes, and contract renewals.Experience with multi-phase projects, custom development, and high-touch client management.Proven track record in driving client adoption and success through education and support.Strong analytical skills with experience tracking KPIs and using data to make decisions.Excellent communication and presentation skills, with the ability to work effectively with clients at all levels.Familiarity with healthcare systems and terminology is a plus.Ability to manage multiple projects simultaneously and meet deadlines.Preferred Skills:Experience working with development partner relationships.Familiarity with client success playbooks or frameworks.Experience in the healthcare technology sector and/or with SaaS products.Hands-on experience with product development, solution design, and implementation of customized client solutions.Why Join Us?Competitive salary and benefits package.A collaborative and dynamic work environment.Opportunity to make an impact on client success and drive the evolution of TrackMy.Be part of a growing company that is revolutionizing the way healthcare organizations manage health compliance.TrackMy offers a comprehensive benefits package that includes the following: 1. Competitive health benefits, including - Medical, dental, and vision insurance 2. Short-term disability and long-term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. 401(k) Savings and Investment Plan 7. Paid vacation and wellness time 8. Paid holidays

Created: 2025-02-25