Description:

Customer Success Manager (CA)

OpenLoop is looking for a Customer Success Manager to join our team remotely or at our HQ in Des Moines, Iowa. This role will be a member of the Operations team, collaborating closely with the Director of Customer Success, 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

• Build trust and develop a trusted advisor relationship with assigned accounts.
• Support and participate in all functions of the customer facing team including, but not limited to:
  • Managing meetings and workflows such as legal, customer success, and communications
  • Demonstrate proactive communication when available
  • Identify and resolve issues
  • Recommended solutions
  • Offer new services (where needed),
  • Provide technical support
  • Be able to analyze and provide reporting – both internally and externally by analyzing client accounts and reporting in an effort to increase retention.
• Data entry and integrity
• Manage with a sense of urgency and availability as the client’s advocate.
• Regular Business Review presentation creation and management including follow-up to complete deliverables.
• Act as the client champion internally within OpenLoop expressing client needs and expectations.
• Manage client expectations by understanding the client agreement and how OpenLoops services align with contract obligations such as SLAs.
• Enters and updates support systems like Zoho, Healthie, Analytics, Slack etc. as needed.
• Work directly with the Clinician Advocate team for clinical recruiting needs
• Partners with other OpenLoop teams like: Implementation, Clinical and Non-Clinical Patient Support, Sales and other pertinent teams across the organization.
• Identifying expansion opportunities.
• Improving team efficiency by creating optimum processes with technology and people.

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

Our Company Culture

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.

Requirements:

Requirements

• 2-4 years experience in a recruitment, staffing, or healthcare industry
• 3-6 years of business development, sales, or account management experience
• Ability to thrive in a rapidly changing, high-energy, high-expectations environment
• Excellent written and verbal communication skills
• An energetic, mature, positive attitude that works well independently and with a team
• Proven track record of taking initiative
• Results-oriented and customer-focused mindset
• Ability to listen, absorb, and respond accordingly
• Ability to manage multiple projects and tasks, while staying organized and efficient
• Proven capacity to learn new technologies for maximum project success
• Ability to construct effective written communication through email or Slack, giving clients and internal stakeholders all necessary background and project updates