Company Culture:

At ICANotes, we believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders while fostering a culture of trust, respect, and accountability among team members.

Position Overview

As a Client Success Manager at ICANotes, you will play a pivotal role in ensuring our clients achieve their desired outcomes through our comprehensive Behavioral Health Practice Management and Electronic Health Record solutions. You will act as a trusted advisor, driving client satisfaction, retention, and growth by proactively addressing client needs, solving problems, and ensuring a smooth transition across various client journey stages.

The Client Success Manager works with our larger, more complex clients, often those with diverse teams, advanced workflows, and integration needs. The role we're hiring for will act as the Team Lead and requires strategic problem-solving, advanced relationship-building skills, and managing multiple stakeholders within each account.

Responsibilities: 

Client Relationship Management

• Serve as the primary point of contact for assigned accounts, developing long-term relationships to understand client goals and challenges.
• Foster a partnership built on trust, professionalism, and a deep understanding of client operations.
• Conduct regular check-ins, quarterly business reviews, and strategic planning sessions with clients to track progress and identify opportunities for improvement.

Client Retention and Growth

• Proactively monitor account health, address potential risks, and develop strategies to ensure client retention
• Identify opportunities for upselling and cross-selling additional products or services to meet client needs.
• Advocate for client needs within ICANotes, collaborating with internal departments to resolve issues and enhance the client experience.

Issue Resolution

• Respond promptly to client inquiries and escalations, ensuring a resolution that aligns with ICANotes’ standards and client expectations.
• Work closely with Product, Support, and Implementation teams to address and resolve technical or functional challenges.

Data and Metrics

• In the CRM system, maintain accurate records of client interactions, including account status, issues, and outcomes.
• Analyze client usage data and feedback to identify trends, areas for improvement, and opportunities for innovation.
• Prepare reports and dashboards to communicate account health, metrics, and progress to stakeholders.

Operations/Process Improvement

• Work cross functionality to prepare reports and dashboards to communicate account health, metrics, and progress to stakeholders.
• Assist with optimizing and refining existing operational workflows for the Client Success/Account Management function.

Qualifications:

• Bachelor's degree preferred
• At least 4 years working in a client/customer support function required
• Experience resolving client issues via phone/email required
• SaaS experience required 
• Familiarity with client support software and tools
• Excellent communication and interpersonal skills, with the ability to remain calm and professional in high-pressure situations

Preferred Skills:

• Healthcare or EHR experience preferred; SaaS experience required
• Good communication skills, both written and oral
• Good time management and organizational skills
• Proficient in Microsoft Office and Google applications, ticketing tools

Benefits for full time domestic employees:

• Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
• Basic term and optional term life insurance
• Short-term disability (paid for by the company)
• 401(k) and employer-funded retirement plan
• In addition to salary-including incentive, referral, and recognition programs (all benefits are subject to eligibility requirements)

Position fully remote, with regular travel required to client offices in Maryland and Virginia. Must reside in the following states: MD, NJ, NY, PA, VA

Ideal candidate will live within 90 minutes of Baltimore, MD. Estimated local travel commitment: 25%