Credentia’s Associate Client Success Managers are focused on assisting Client Success Managers in providing all clients with an exceptional experience. They are one of the primary contacts for the client and have a thorough knowledge of the nurse-aide industry. The Associate Client Success Manager assists the Client Success Manager in building strong relationships with clients and helps to anticipate and articulate the client’s needs. The Associate Client Success Manager is a point of contact for all things Credentia delivers to its clients and works closely with the Client Success Managers, Operations Specialists and support staff to exceed client expectations.
Essential Duties and Responsibilities: The essential duties of the position include the following. Other duties may be assigned.
Assist in providing support as requested by the client to ensure candidate satisfaction, which includes direct contact with test candidates and training programs when needed.
Strategize and collaborate with Client Success Managers to resolve client reported concerns. Collaborate with other internal staff members to resolve concerns when required.
Assist Client Success Managers in ensuring all contractual obligations are being met, tracked, and communicated to relevant stakeholders across the organization.
Provide continuous communication to clients when required, assisting Client Success Managers in engaging clients in successful solutions that result in securing state contract renewals.
Collaborate closely with Client Success Managers to proactively identify and address any potential risks or issues that may jeopardize contract integrity or lead to breaches. Provide comprehensive solutions and recommendations to senior management when required.
Assist Client Success Managers in effectively managing contract deliverables while actively seeking opportunities to enhance company growth.
Attend all scheduled meetings with management and coworkers.
Work with Client Success Managers to prepare and provide reports and documentation to management and clients as requested.
Assist Client Success Managers by meticulously recording meeting minutes during client interactions and internal strategy sessions. Ensure accurate documentation of discussions, action items, and key decisions to facilitate seamless communication and follow-up.
Work closely with Client Success Managers and clients to develop Business Requirements Documentation to ensure all state system and examination requirements are captured accurately, and KPI and KRI’s are achieved.
Support Client Success Management team by responding to open tasks/items via the ticketing system and maintaining consistency with process workflow per Client Success Management SOP.
Partner with dedicated technical resource in order to find automated solutions to meet client’s needs.
Work Environment: The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions. A typical, climate-controlled office environment exists. The worker is not substantially exposed to adverse environmental conditions.
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. Sedentary work. Substantial repetitive movements of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to view a computer monitor including extensive reading. Ability to speak and hear to interact with
callers and coworkers.
Requirements
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
BA/BS Degree preferred
2-5 years of professional experience in associate client success management and client facing services preferred
Ability to multi-task and handle multiple nurse aide clients
Ability to work independently and across the organization
Familiar with service level agreements and client contracts
Ability to adapt well in the face of workplace stressors such as internal complaints, maintaining the security of data,
competing priorities of high significance to the successful function of the department
Ability to use a variety of computer software programs such as Microsoft Office products, web browsers, and CRM
tools.
Excellent communication skills. The Associate Client Success Manager needs to be able to communicate effectively both verbally and through
the written word including presenting to senior client levels and program staff.
A Strategic Mind. Ability to work with all levels of the Credentia organization and client teams to find solutions to
often complex issues.
