Our Company:
At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.
PracticeTek was established by healthcare professionals and entrepreneurs who share a common goal: deliver seamless, high-quality, on-demand healthcare, free of the confusing limitations of traditional technological platforms.
PracticeTek is a collection of innovative software companies working together to make healthcare easier, and more accessible, for everyone. We deliver robust software solutions that support practitioners, and foster exceptional patient experiences, contributing to the growth of healthcare clinics specializing in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy.
Inception is a provider of professional services to chiropractors that offers website creation and optimization, advertising opportunities with platforms such as Facebook/Google and digital patient communications . With a focus on innovation and customer satisfaction, the company has established itself as a trusted partner for chiropractic practices of all sizes. If you are passionate about technology and healthcare, Inception may be the right place for you.
Customer Success Manager
We are seeking a dedicated and proactive Customer Success Manager (CSM) to join our team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while using our products and services. This role involves building strong relationships, providing excellent customer support, and driving customer satisfaction and retention.
Key Responsibilities
- Customer Relationship Management: Develop and maintain strong relationships with assigned customer accounts. Act as the main point of contact and advocate for the customer's needs within the company.
- Onboarding & Training: Lead the onboarding process for new customers, including product training, best practices, and ongoing education to ensure smooth adoption and integration.
- Customer Success Planning: Develop and execute success plans tailored to each customer's goals, tracking progress and ensuring they receive value from our products.
- Issue Resolution: Proactively identify and resolve customer issues and concerns, coordinating with internal teams such as Support, Sales, and Product to ensure timely and effective solutions.
- Product Expertise: Maintain an in-depth understanding of our products and services, staying up-to-date with new features and enhancements. Provide customers with product knowledge and technical support.
- Customer Feedback: Gather and analyze customer feedback to inform product development, service improvements, and company strategies. Communicate customer insights to internal teams.
- Reporting & Metrics: Monitor key performance indicators (KPIs) related to customer success, such as customer satisfaction, churn rate, and product usage. Prepare and present regular reports to management.
Qualifications
- Experience: 3+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
- Education: Bachelor's degree in Business, Marketing, Communications, or a related field.
- Skills:
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Excellent problem-solving and critical-thinking abilities.
- Ability to manage multiple accounts and projects simultaneously.
- Technical aptitude and a willingness to learn new software and systems.
- Proficiency in customer relationship management (CRM) software and other relevant tools.
Key Attributes
- Customer-Centric Mindset: A passion for helping customers succeed and a commitment to delivering exceptional service.
- Proactive & Driven: A self-starter who can anticipate customer needs and take initiative to address them.
- Team Player: Collaborative approach to working with cross-functional teams and a willingness to contribute to a positive company culture.
PracticeTek and its family of companies is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. Salary range for this position ranges between $33,050- $68,650 DOE. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Internet reimbursement
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Management: 5 years (Required)
Work Location: Remote
