Reports To: Director of Client Success

Location: Remote

Position Type: Full-time / Exempt

Salary: $75,000 - $105,000

Summary

BetterRX is a growing software-as-a-service (SAAS) company in the healthcare industry looking for a Client Success Manager to join our Client Experience Team! We are a people-obsessed company on a mission to end needless suffering caused by medication delays through innovative software solutions that connect every member of the patient’s care team. In this highly visible role, you will be a strategic partner to C-level hospice executives, ensuring their target objectives are met, while driving adoption and building relationships and references across hospice organizations nationwide. You will work closely with valued clients and internal cross-functional teams across the BetterRX organization. You will be a key contributor in sustaining high client satisfaction, retention, and our reputation for excellence.

Ideal Candidate

You are self-motivated, detail-oriented, accountable, poised under pressure, and driven by delighting (even the most difficult) customers. You are known as a team player, strategic thinker and trusted advisor. You have a gift for clear, concise communication (both written and verbal) and love analyzing data to identify improvement opportunities and achieve goals.

Primary Responsibilities

• Serve as the primary contact and ‘owner’ of 30-40 assigned accounts, responsible for ensuring account health and retention.

• Meet with hospice owners/C-level executives on a monthly or quarterly basis to align on goals and review performance trends and opportunities, clearly demonstrating the value BetterRX provides their organization while creating loyal fans.

• Identify and build trusted relationships with decision makers and other key contacts throughout each account’s lifecycle to proactively anticipate changing needs and mitigate retention risk.

• Prepare and present Quarterly Strategy Reviews with clinical leaders in-person or remotely to review performance, ensure they have clear understanding of BetterRX services, software and benefits, increase software adoption, and follow best practices to improve their existing processes and KPIs.

• As needed, provide Tier 2 support for any inbound client questions or reported issues across all accounts, including on-call (1-2 nights per week) if needed.

• As needed, orchestrate successful onboarding with new clients within 30-60 days of the signed agreement, including on-site training if required.

• Support the Director of Client Success with establishing, meeting, and exceeding client metrics.

• Provide exceptional customer service.

Skill Requirements

• Energetic, organized, meticulous follow up, excellent communication skills

• Ability to build lasting relationships with various personality types

• Strong ability to probe deep to identify concerns and problem solve

• Excellent writing skills, comfortable speaking in front of clients (especially C-Suite), easily approachable 

• Technical aptitude to simplify and concisely communicate with clients about software capabilities and enhancements

• Professional and calm in working with difficult or upset clients, strong presentation skills,

• Self-driven and motivated with a desire to succeed in a fast-paced, changing environment, proficient with MS Office (e.g., Word, Excel, PowerPoint)

Other Requirements

• 3-5 years Client Success or Account Management experience

• Ability to work 100% remote

• Up to 40% travel

• Ability to travel for internal company retreats (twice annually)

• BS Degree or equivalent experience preferred

Benefits

• 100% Remote Environment  experience

• Medical, Dental, Vision, Accidental

• Company paid:  Short Term Disability, Long Term Disability and Life Insurance

• 401k Match after 1 year of tenure (4%)

• 3 weeks of PTO

• Closed for 13 Holiday's
  
  

Applications accepted on an ongoing basis.