Client Success Specialist

Job Description

Position Purpose

The Client Success Specialist position at Viventium is designed to support our growth market clients using a scalable, technology-driven engagement model. This approach ensures that growth market clients receive continuous support and value without the need for frequent direct interactions with dedicated client success managers.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Utilize technology to provide timely and relevant assistance to growth market clients, ensuring their needs are met efficiently
• Implement automated systems to deliver regular updates, tips, and best practices, keeping clients informed and engaged with our services
• Analyze client data to identify trends and proactively address potential issues, enhancing the overall client experience
• Collect and integrate client feedback through automated surveys and interactions to improve our services and offerings continually
• Engage and inform key end users of Viventium solutions
• Monitor assigned client renewal dates and proactively establish intent to renew and mitigate churn
• Coordinate the involvement of company personnel, including support, development, professional services, sales, and leadership resources to identify and deliver the client's desired outcomes
• Proactively assess, clarify, and validate client needs continuously
• Facilitate resolution to unresolved client issues
• Maintain and manage the overall health of assigned customers and address clients at risk based on established health indicator criteria
• Generate qualified upsell opportunities for the Account Management Team, resulting in increased bookings
• Ability to demonstrate and convey, at a high level, key functionality within assigned core platform/solution
• Conduct Health Checks/Mini Optimizations to identify areas of the application that, if leveraged, support client business goals and outcomes
• Travel 5%-10% as required by client segment/need

• 2+ years' experience in engaging clients, identifying issues/opportunities, and resolving issues
• Excellent verbal and written communication skills
• Strong listening skills and presentation skills
• Ability to build strong rapport and establish trust and credibility through a consultative, proactive, and attentive approach
• A self-starter who can effectively work within a strong team culture
• Time Management skills: able to manage multiple priorities effectively
• "Demo level"/high-level product knowledge and familiarity
• A Problem-Solving Aptitude

• Bachelor's degree in business or related field
• Experience in the HCM, home care, Hospice, Private Duty, Skilled Nursing, LPC, or Senior Living