Client Success Manager

Job Summary and Department Description

The Client Success team nurtures our client relationships following the master staffing agreement process by the Sales team. Client Services matches the demand of our clients with our supply of HCPs. They confirm the assignments between client and HCP with job confirmation documents.

Under the direction and supervision of leadership, the Client Success Manager (CSM) is responsible for developing and managing client relationships by navigating the daily aspects of client activities including but not limited to, new client onboarding, acquisition of client job orders, placement of HCPs, contract management, onsite visits, business reviews and more. The CSM will be accountable for efficiently resolving and/or escalating client concerns and partnering to address complaints in collaboration with applicable internal departments to maintain client satisfaction, encourage retention and mitigate assignment termination and/or cancelation.

Essential Functions of the Job

• Serve as lead point of contact for all matters specific to assigned client accounts
• Partner with Business Development to onboard new clients, educate on Avant offerings and identify account expansion opportunities
• Submit applicants to clients for placement consideration with the goal of securing an interview resulting in placement.
• Assist the Client Success Specialists with escalations related to interviews, job offers, and confirmations.
• Reinforcement of Avant policies and procedures related to escalations with HCPs involving placement, terms of employment agreement and assignment confirmation
• Engagement with HCPs regarding questions on the placement process
• Conduct regular validation of client open job orders to ensure the Avant database is accurate
• Facilitate job offers and ensure proper alignment of service lines to support successful placement and delivery
• Identify assignment-threatening situations and apply judgment to find solutions
• Conduct client business reviews and onsite visits to identify key issues or areas of opportunity
• Responsible for contract management including negotiation of annual bill rate increases
• Management of Avant internal databases and key reports to ensure all systems have accurate and up to date client information
• Assist in the creation and maintenance of Standard Operating Procedures (SOPs) related to internal processes
• Maintain up to date information for key company meetings related to placement, assignment starts, and at-risk assignments
• Meet key performance indicators (KPIs), maximize conversion, report metrics, and escalate issues to Client Success leadership
• Other duties as assigned

Normal Work Schedule

This is a full-time position. Standard business hours are Monday through Friday 8:00 AM to 5:00 PM. Additional time outside of these hours may be needed to complete the essential functions of the job.

Education, Training, and Experience

• Bachelor’s degree in Business, Management or related field required, or equivalent combination of education and experience
• Minimum of 2 year of prior sales and account management experience required and/or 3-4 years related experience in Customer Service and/or Human Resources
• Healthcare industry experience required, marketing experience beneficial
• Proven ability to develop workflows and processes to generate results
• Outstanding communication, organizational, and time management skills
• Intermediate competency with database management and other HRIS software required
• Excellent computer skills in Microsoft environment (Word, PowerPoint, Excel, Adobe Pro/FoxIT)

Job Level Competencies

• Technical Skills: Intermediate ability to perform technical skills required for job role. This may include the use of specific technology, knowledge of job-specific tasks and concepts, etc. Intermediate ability to supervise project workflows for the team. Intermediate ability to handle routine tasks and non-routine tasks; and handle tasks with high level of complexity with some guidance.
• Communicates Effectively: Intermediate ability to communicate and network with key contacts outside own area of expertise. Intermediate skills in active listening and adjusting articulation and body language for presentations. Advanced ability to provide clear and concisely written, verbal and nonverbal communication.
• Develops Self: Intermediate ability to understand and apply an advanced range of experience, professional concepts, and Company objectives. Intermediate ability to take a lead role in projects that require advanced professional skills. Intermediate ability to mentor others in the area of specialization. Intermediate ability to continuously refine and update skills to stay current and progress in the field.
• Customer Focus & Teamwork: Intermediate ability to work independently to determine team and customer-centric methods for assignments. Intermediate ability to drive collaborative efforts and navigate team dynamics. Intermediate ability to address escalated customer feedback or concerns.
• Decision Making: Intermediate ability to leverage various selection methods and techniques to drive optimal results within the department. Intermediate ability to perform situational analysis and interpret risk data, including emotional intelligence and potential organizational impact. Intermediate ability to think critically in solo or group settings and manage time effectively. Intermediate ability to coach others on best practices.
• Innovation: Intermediate ability to develop ideas that establish new or improve business processes across a division or key functional area and increase productivity. Intermediate ability to address complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors with an innovative approach. Intermediate abilities in creativity, flexibility, continuous improvement, curiosity, experimentation, data analysis, entrepreneurship, collaboration, and strategic thinking.
• Quality & Results Oriented: Intermediate ability to self-monitor and correct work. Produces optimal results that impact one or more teams, departments, or divisions. Intermediate ability to demonstrate commitment to excellence in their work and actively contributes to the development and improvement of processes and procedures. Intermediate ability to mentor colleagues on best practices for quality and results.
• Resourceful & Tenacious: Intermediate ability to use internal company policies and resources along with other external professional concepts to develop solutions to complex and critical issues.

Required Licenses, Certifications, and Other Specific Requirements of Law

• Health Insurance Portability and Accountability Act (HIPAA) certification and ability to obtain and maintain

Other Characteristics of the Position

Physical Demands:

• Stationary desk work for extended periods at a time
• Regularly required to communicate
• Infrequent lifting of office supplies up to 20 lbs.
• Vision abilities including close vision and ability to adjust focus

Work Environment:

• This job operates in a professional office environment.
• This role routinely operates standard office equipment.

Statement of Responsibility for Confidential Data

• Has access to, and requires daily use of, confidential records.
• Required by federal law to maintain strict confidentiality of “Avant” employee information and maintain security of such information.
• Proprietary Information and Non-Conflict Agreement required.

Smoking/vaping and the use of tobacco products are prohibited on all Company premises, including indoor and outdoor areas, parking lots, and Company-owned vehicles.

As part of our employment process, candidates who receive a conditional offer may be required to undergo pre-employment drug testing.