As a Client Success Onboarding Manager, you will be responsible for overseeing the seamless onboarding of ChartSpan programs and services for our physician practice clients, particularly focusing on smaller revenue-based clients. Your role encompasses leading the onboarding process (75%), nurturing client relationships, and driving successful outcomes (25%). Additionally, you will provide leadership and guidance to the Client Success and Implementation team, ensuring excellence in account management and service delivery. You will also direct the Associate role, particularly in onboarding tasks, until they are fully onboarded and can act as an independent contributor.

Job Objectives:

• Lead the implementation of ChartSpan programs and services for smaller revenue-based clients, managing project planning, execution, and success tracking to achieve optimal outcomes (75%).

• Serve as the primary point of contact and escalation for clients throughout the implementation process, addressing their needs promptly and effectively.

• Cultivate strong relationships with physician practices, identifying key stakeholders and influencers to promote the ChartSpan partnership and support client success.

• Collaborate closely with internal teams to set and manage client expectations, initiate programs, and drive compliance with ChartSpan offerings.

• Utilize data and analytics to proactively manage client success, driving compliance, revenue goals, and overall satisfaction.

• Review client performance regularly, collaborating with internal teams to develop and execute client development plans as needed.

• Provide leadership and guidance to the Client Success and Implementation team, fostering a culture of excellence, innovation, and collaboration.

• Direct the Associate role, particularly in implementation work, providing mentorship and support until they are fully onboarded and can act as an independent contributor.

• Coordinate company resources and support to meet client objectives and exceed customer expectations.

• Monitor customer satisfaction and service delivery, addressing concerns promptly to ensure a positive client experience.

Skills and Abilities

• Superior time management, organization, and follow-up skills to manage multiple tasks and deadlines effectively.

• Technical proficiency, including experience with MS Office Suite, Salesforce, and adaptability to different systems and software.

• Resourceful, flexible, and adaptable with the ability to work autonomously and collaboratively as part of a team.

• Professional demeanor and polished communication, with a consultative, customer-focused approach.

• Resilience, adaptability, and commitment to excellence, with a passion for problem-solving and driving results.