Company Overview: Comprehensive practice management solutions for the elective medical industry are essential for improving efficiency, and the client-centric culture of the PatientNow team is well-poised to continue delivering solutions that allow our customers to spend more time where they want to, with their patients. With our expanding line of products, we demonstrate our commitment to delivering purpose-built technology to medical aesthetics and wellness service providers in our ever evolving market. PatientNow continues to see Med Spa business growth, in addition to expansion in the areas of nutrition, weight loss and hormone replacement. PatientNow’s goal is to be the elective medical industry’s most trusted and intuitive practice management solution— fueled by innovation, integration, and strategic partnerships, delivered by a team with unrivaled grit.

Vision - Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Mission - PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

Values –

• Show up – being present and supportive: for each other through collaboration and respect, for our customers with exceptional service, and for the business with dedication to excellence and growth.
• Own the outcome – By understanding the objective, exceeding expectations with pride, confirming resolution, communicating early and often, and continuously learning and improving
• Be Authentic - By sharing thoughts and opinions, keeping promises, showing your true self, and engaging with respect

Position Summary: This position will provide strategic direction, be accountable for and lead teams within the Client Success function. This individual will serve in a client executive project sponsor role and manage a team of managers and individual contributors focused on both the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process. This individual is responsible for the CS team structure; including building the team, creating and improving internal processes, and lead the team towards driving value for customers.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer- first manner.
• Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Add value to customer relationships and drive the desired customer goals by actively participating in client discussions or by testing and implementing a proven approach.
• Create an optimized & data-led model of the customer journey and lead adoption and alignment with other internal stakeholders.
• Ensure customer data is correct and that everyone uses the same data sets (data hygiene).
• Determine the metrics, health scores, and KPIs relevant to each account and the CSMs serving those accounts.
• Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
• Relationship management across the entire CS team, helping others on the team maintain and improve client relationships and drive value realization.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• Partner with various internal stakeholders including, but not limited to: Sales, Success, Support, Product, and Finance as part of the Customer Journey.
• Provide managers with direction in the development of their own professional goals and those of their personnel and maintain high levels of employee engagement.
• Recruit, train and mentor a team that allows the business to expand and evolve.

Competencies: To perform the job successfully, an individual should demonstrate the following.

Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals.

Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethics. 

Communications - Exhibits good listening and comprehension. Clearly expresses ideas and thoughts in written as well as verbal form. Selects and uses appropriate communication methods.

Continuous Learning - Assesses own strengths and weaknesses. Continuously pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others.

Problem Solving - Develops creative solutions. Gathers and analyzes information skillfully. Identifies and resolves problems in a timely manner. Works well in group problem solving situations.

Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback.

Education/Experience:

• Must have experience working with customers within the SaaS space and or deep knowledge of PatientNow, or similar, solutions.
• This individual needs to have exceptional communication skills, a strong business analytical acumen, proven delivery successes in segmented client structure, hands-on operational experience and outstanding leadership credentials.
• 6-10 years of experience working to service customers with 3 - 5 years in a leadership role, experience with a service organization, project portfolio, or program management
• Track record of building strong relationships with customers and leaders across the organization
• A proven team builder with a record of driving change and attracting, motivating, and retaining top talent.
• Prior experience driving business application adoption to manage customer segmentation and engagement is a plus.
• A relevant undergraduate degree is required

Supervisory Responsibilities: This position does have supervisory responsibilities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods. The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.