Relevant skills: BoB management, customer performance reviews, upsells, customer retention, cross-functional operations, product training and adoption, team building, marketing strategy and SEO consultation, sales & billing supportManage a varied queue of focused outreach, proactive, and reactive cases with an average SLA of 3 days or less Consistently provides exceptional customer service while maintaining a CSAT of a 4.8 Decision-making drove by company-first approach with focus on the potential of our segmented workflowActively assume leadership tasks and responsibilities as needed and encourages team to complete tasks daily Coordinate smaller group meetings with individual PSMs to provide training and feedbackImprove overall effectiveness through outside-the-box thinking and incorporating teammate input Provide constructive feedback to management regarding team restructure and regularly offers ways to improve processesEvolved weekly collaborative “office hour” to be more specific to the broader team’s OKRs and a better use of timeDeliver on key client performance factors by listening to and assessing needsTrain clients on SEO and explain the use and benefits of ever-evolving features and services Revenue Activately work with management to reframe our communication style and approach with clients to foster easier upsell conversations that require less prep work for PSMDeliver ongoing strategic advice to key customer stake-holders on account performance, indicating when specific campaign enhancements and other PatientPop features may improve performance Speak sincerely with and listen openly to dissatisfied clients to learn what’s necessary to improve their experience and performanceProactively works with team and cross-functionally with different departments to develop action plans that address client concerns to ultimately retain and satisfy customers

Relevant skills: Portfolio management, performance evaluations, training orientations, sales support, client retention, conflict resolution, budget management and reporting, team building, marketing, project managementClient Success ManagerManages VIP partners. Maintains client health through proactive engagement, relationship management, performance evaluations, trainings, and expectation alignment. Mitigate churn by identifying client challenges and pain points. Work closely with cross-functional teams (Sales, Product, Analytics, Data Operations) to create and provide solutions. Present key customer success metrics to executive-level stakeholders and decision makers.Formulate data-driven decisions by analyzing Excel data sets to derive insights (ie. ROI, partnership optimization). Consistently deliver against challenging performance goals by collaborating closely with sales to ensure alignment of incoming opportunities. Drive top-line business revenue by creating concrete collection SOPs and policies.Successfully manage operational projects by being an insatiably curious problem solver, motivator, and leader.Client Services Representative Provide top-notch service to our clients and communities by responding to questions and requests in a timely manner. Success measured by SLA and OKR deliverables. Assist with onboarding new clients’ to ensure seamless and stress-free activations. Work closely with the data team to ensure system integrations and listing quality are perfect before activation.Conduct training webinars on “how we work” and integration specifics.Collaborate with the account management and sales team to create materials for client meetings and performance evaluations. Support sales in day-to-day function by assisting with all listing and/or account updates. Maintain clean data within Salesforce for future reference of current accounts, contacts, and opportunities.

Relevant skills: Financial analysis, budgeting, reporting, team management, conflict resolution, sales, marketingProvided input into the development of budgets for the property.Analyzed financial statements, reviewed projected marketing information, and accessed operational reports.Assisted in managing the client/owner relationship by meeting with the owners, conducting property tours, providing updates and information about the property’s performance, and responding to owner requests as needed.Promoted resident satisfaction and retention by responding to complaints, questions, and requests in a timely manner, and taking appropriate action to resolve and address service issues. Ensured the property maintained occupancy goals by securing renewals and delivery of new lease quota.

Relevant skills: Sales, advertising, people skills, communication skillsConducted tours of apartment homes and community grounds.Guided renters through leasing process while abiding by state Fair Housing Laws. Promoted the community’s product and lifestyle by providing world class customer service to leads and residents

• Recruited and trained seasonal/part-time staff, including management and instructional teams• Event marketing and advertising • Created new and innovative training processes • Conducted staff/facility audits and in-services• Cultivated a new collaborative team environment

• Facility and team management • Supervised staff in day-to-day operations• Collected daily monies, coordinated schedules, managed customer service