Full-Time Client Success Manager

We are seeking a proactive and laser-focused Client Success Manager to join MedVirtual.

Responsibilities:

• Virtual Staff Management: Oversee onboarding, performance, and development of virtual staff. Ensure alignment with client expectations and deliverables. Address performance issues with coaching and support.
• Data-Driven Insights & Reporting: Track and analyze key account metrics (client satisfaction, retention, revenue). Provide regular reports highlighting performance and improvements.
• Collaboration & Innovation: Work closely with internal teams (Sales, Operations, Training) to enhance service delivery. Drive cross-functional projects to improve client satisfaction. Develop initiatives for better onboarding, training, and integration.
• Client Management & Retention: Build strong client relationships understanding their goals, challenges, and needs. Serve as the primary point of contact for accounts. Monitor client satisfaction and address concerns for high retention. Conduct regular check-ins and strategic business reviews to showcase value.
• Client Growth: Identify upselling/cross-selling opportunities. Collaborate with clients to enhance virtual staff support and operations. Partner with sales for new services or expansion.

Requirements:

• Proven experience in account management, client success, or similar role (ideally in healthcare/BPO/virtual staffing).
• Strong interpersonal and communication skills.
• Excellent problem-solving and conflict-resolution skills.
• Familiarity with CRM, reporting, and virtual collaboration tools.
• Strong organizational skills and attention to detail.
• Willingness to work US time zones (PST, EST, CST).
• High school diploma or equivalent.

Preferred Qualifications:

• Experience managing remote/virtual healthcare teams.
• Background in training/development or process improvement.
• Knowledge of client success best practices and metrics.
• HubSpot experience.

System & Work Setup Requirements:

• Stable high-speed internet connection (25 MBPS or higher).
• Own PC/laptop with 8GB RAM, Core i5/Ryzen 3/2013 Mac equivalent, Windows 10/Catalina 10.15 or newer, up-to-date web browsers and security software, 500GB/128 SSD storage.
• Headset/earphone with noise cancellation, 720p or higher webcam.
• Designated quiet workspace.

Benefits

• Permanent remote work setup
• Competitive starting rate paid in USD
• Internet Allowance
• HMO insurance (PH)
• Retirement Fund
• Paid US holidays
• Paid Vacation and Sick Leaves

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