ABOUT US AND ABOUT YOU

Clinician Nexus enables health care organizations to build thriving clinician teams with industry-leading technology products, workforce and compensation analytics, and automated workflow solutions. Backed by extensive technical expertise and industry-leading data, we deliver innovative approaches to help clients plan, educate, and engage their clinical workforce at every stage of the lifecycle. We are committed to providing our clients with outstanding guidance and support as they work to shape the future of health care.

The Customer Success Account Manager is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. Work closely with customers alongside sales, onboarding, customer support and product Management teams to ensure products and services are delivered successfully.

PRIMARY ACCOUNTABILITIES

• Establish clear retention goals and process milestones for assigned customers to enhance stickiness and feature adoption; leverage existing account data to inform stickiness and make recommendations
• Nurture newly acquired accounts and align their goals with our data, products, and service solutions
• Identify customer needs and upsell products and services through brand image and exceptional customer experience to generate new revenue
• Review, address and/or escalate customer complaints and concerns; seek to improve all aspects of customer experience
• Be a customer advocate while capturing customer feedback; report requests to Product Management and Development
• Maintain a detailed understanding of Clinician Nexus data, products, and services; funnel customer questions through the appropriate channels
• Collaborate with team members and leadership to drive account growth and expansion strategy as identified by department initiatives
• Own contract processes for all customer renewals, expansions and custom SOWs
• Maintain reporting dashboards and metrics for routine department and leadership reports
• Ensure all activity is accurately recorded and up to date in CRM and documentation tools
• Facilitate user groups and training webinars for assigned product(s)
• Partner with marketing and product teams to collect requested customer information/ facilitate asks of customers
• Optimize existing processes within the department and actively enhance all customer success initiatives
• Communicate market/industry trends, discerned from customer feedback to department and firm leadership
• Drive revenue and growth goals for assigned customers and the department overall
• Maintain current accounts receivable goals; ensure customers are submitting payments on time
• Participate in department-wide projects to assist the team with meeting department-level goals and objectives
• Routinely collaborate with cross-functional teams
• Assist in/ provide more standard overview and training sessions to help customers understand the platform and leverage products most effectively; facilitate scheduling/ acquisition of more advanced overview/ training sessions and resources
• Review/ execute on Customer Success Management inquiries according to standard operating procedures and/or guidance by more experienced team members; escalate questions appropriately to more senior team members
• Collaborate with internal team members to meet deliverables for standard workflow and/or projects; execute per established schedule; raise any flags to more experienced associates; assist in updating existing documentation
• Leverage existing account data to inform customer stickiness and make recommendations
• Adhere to the data collection strategy set by more senior Associates and leadership

KNOWLEDGE, SKILLS AND ABILITIES

• Bachelor's degree or equivalent experience
• 2+ years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management

Demonstrated experience in:

• A customer-facing role such as customer success, customer support or account management
• Working with brand image and promoting value through customer experience
• Managing invoicing and accounts receivable processes
• Deploying data strategy, reporting and analysis
• Using data collection tools, such as Pendo and Tableau
• Healthcare or health care-related field
• Engaging in strategic relationship management
• Working with senior and executive-level customer contacts
• Creating and conducting executive presentations (Prezi, Canva, PowerPoint, Slides, Visme, etc.)
• Managing the contract process from draft to redlines to execution
• Managing multiple accounts and deliverables simultaneously; prioritizing and reprioritizing workload to manage relationships effectively
• Analyzing and optimizing existing workflows to increase efficiency
• Demonstrated technical skills working with MS Office, CRM and Support Tools, and Video Conference platforms; ability to learn new software quickly
• Exceptional professional written and oral communication; ability to translate customer and internal needs with cross-functional teams
• Attention to detail; extensive experience documenting work to create an internal knowledge base of customer history
• Proven track record of delivering on time results and meeting or exceeding revenue and growth goals
• Ability to work independently, and as a team player, to manage priorities within a fast-paced environment with changing needs
• Strong emotional intelligence; work with a positive and motivating demeanor to support morale and goal execution
• Comfortable and adaptable in frequently changing environment

Preferred Qualifications

• Physician compensation administration experience
• Healthcare billing/coding experience
• Clinical education strategy and operations experience

SALARY, BENEFITS AND PERKS

• Competitive total compensation package
• Medical and dental coverage at no premium cost for employees
• 401(k) and profit-sharing retirement plans
• Flexible spending accounts
• Paid time off (PTO)
• Company-paid holidays
• Gender-neutral parental leave
• Bereavement and pet leave
• Continuing education and professional accreditation sponsorship
• Life and AD&D insurance
• Short- and long-term disability
• Employee assistance program
• Mental health support program
• Additional perks

WORK ENVIRONMENT

Reflected below is the base salary range offered for this position. Actual salaries may vary depending on factors including but not limited to academic achievements, skills and experience. The range listed is just one component of the compensation package offered to candidates.

• $68,700 - $95,000

Our Values in Action: How We CARE
We live our values daily through four commitments:

• Connect: Collaborate selflessly to support others, advance ideas, and solve problems using critical thinking.
• Act: Bring integrity and respect to every interaction—no exceptions.
• Reach: Commit to continuous learning and knowledge sharing that strengthens teams and clients.
• Embrace: Foster inclusion and belonging so everyone can thrive and contribute.

This is a remote role; however, we only operate in the following states: AZ, CA, CO, FL, GA, IL, IN, MA, MI, MN, MO, NJ, NY, NC, OH, PA, TX and WI.

SCH Services, Inc. is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law or marital status.