Client Success Manager

Modio has streamlined the convoluted and messy process that is healthcare credentialing and saved countless years of manual and error-prone work in the process.

As part of CHG Healthcare we are working to drastically improve the speed (and quality) of credentialing to ensure that our doctors can spend more time treating (millions) of patients each year and less time dealing with credentialing headaches.

As an Extended Credentialing Services Client Success Manager (XCS CSM), you will be responsible for supporting the XCS Client Services Executives in ensuring the successful implementation and ongoing management of Modio services for new and existing clients.

You will work to build and maintain strong relationships, guide clients through billing processes, address disputes, and identify opportunities for upselling and expanding services.

This role combines elements of both sales and high-level customer service to achieve long-term client satisfaction and business growth.

Responsibilities:


* Sales Process Management


* Manage the seamless handoff to services once a contract is signed, ensuring a smooth transition.


* Conduct regular client engagement check-ins at 1, 3, 6, and 12 months to assess client satisfaction, identify challenges, and explore potential upsell opportunities.


* Review Long Term Follow Up statuses in Fresh Sales and develop a plan to reach out to any "unable to reach" statuses.


* Client Relationship Management


* Focus on increasing the conversion rate for existing XCS clients, working closely with them to maximize satisfaction and service utilization.


* Maintain positive, professional, and clear communication (both verbal and written) with clients, colleagues, and internal stakeholders.


* Provide ongoing support to existing clients, addressing any questions, issues, or concerns that may arise during the term of the contract.


* Handle and resolve client disputes promptly, ensuring resolution to maintain strong relationships and minimize disruptions to service requests.


* Coordinate with internal teams (XCS and AR) on client invoicing issues


* Client Engagement & Satisfaction


* Monitor the performance and overall satisfaction of clients, proactively identifying opportunities for improvement or additional service/task requests.


* Ensure that all client needs are addressed with a high level of customer service, fostering long-term relationships and loyalty.


* Identify Sales Opportunities


* Leverage client touchpoints to identify potential sales opportunities for additional services, product features, or upgrades.


* Collaborate with sales and service teams to develop solutions that meet client needs while contributing to company growth.

Qualifications:


* Proven experience in a sales account management or client services role, preferably in a service-oriented or SaaS environment.


* Excellent communication skills, both written and verbal, with ...