The Client Success Representative will ensure exceptional client support and maximize their experience with our solutions and products. Serving as the primary contact, you will manage relationships, drive product improvements, and advocate for client needs within our organization. This role demands a passion for healthcare technology, excellent communication skills, and a commitment to delivering outstanding customer service.

Responsibilities

Client Success & Account Management​:

• Serve as the principal contact for assigned clients, ensuring they receive ongoing support and assistance from Savannah.
• Maintain accurate and detailed records of client interactions, scheduled visits, training plans, and other relevant details in the CRM database.
• Conduct regular visits and document interactions with clients to ensure effective communication and support.
• Provide first-line account management for clients and assist the Customer Success team in resolving client queries and support issues efficiently.
• Identify and refer potential sales opportunities and client issues to Sales and Account Managers and Savannah’s commercial team as needed.
• Work closely with Sales and Account Management teams to ensure timely renewal of client contracts and agreements.
• Participate in out-of-hours support as required to uphold Savannah’s commitment to client satisfaction.

Client Advocacy:

• Serve as the voice of the client within Savannah, advocating for their needs, concerns, and collecting feedback to identify trends, patterns, and areas for improvement to share to relevant internal teams
• Champion client success stories and testimonials to showcase the value of Savannah’s solutions.
• Proactively monitor client satisfaction and engagement levels, identifying at-risk clients and developing strategies to mitigate churn rate
• Develop and implement retention initiatives, such as customer loyalty programs or personalized outreach campaigns, to strengthen client relationships.
• Facilitate the onboarding process for new clients, ensuring a smooth transition and successful adoption of Savannah’s solutions.
• Develop and deliver training sessions, webinars, and educational materials to empower clients to effectively utilize Savannah’s products and services.
• Provide ongoing support and guidance to clients throughout their lifecycle, addressing any questions or challenges they encounter
• Work collaboratively with Sales, Marketing, Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.
• Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients

Product Development and Management:

• Collaborate with Savannah’s management team, software developers, business analysts, relationship managers, and customer experience teams to plan, design, develop, test, and maintain solutions that deliver value to clients.
• Gain a deep understanding of Savannah’s applications, their structure, and how clients utilize them to excel in the market.
• Prepare reports, manuals, and documentation on the status, operation, and maintenance of Savannah’s solutions.
• Work with engineering and operations teams to standardize, scale, and enhance Savannah’s products and services based on client feedback and requirements.
• Analyze user feedback and make recommendations to management for technology improvements, upgrades, and modifications.
• Conduct systems analysis to identify opportunities for improving client operations, efficiency, and productivity.
• Provide recommendations to management on relationship management issues to increase productivity and efficiency

Performance Metrics and Reporting:

• Define and track key performance indicators (KPIs) for customer success, such as client retention rates, satisfaction scores, and renewal rates.
• Prepare regular reports and dashboards to communicate customer success metrics, trends, and insights to internal stakeholders.
• Utilize data analytics tools and platforms to derive actionable insights and make data-driven decisions to enhance customer success initiatives.

Cross-functional Collaboration:

• Work collaboratively with Sales, Marketing, Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.
• Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients

Qualifications:

• A bachelor’s degree in Business, Marketing, or a related field is preferred. Relevant certifications or additional education are beneficial.
• A minimum of 1-2 years of experience in client success, account management, or sales roles, preferably in a related industry.
• Proven track record in managing client relationships, driving revenue growth, and achieving sales targets.