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AI Summary
The PM Success Coordinator oversees the end-to-end implementation, training, and support of practice management solutions for new and existing clients. They act as the primary point of contact to ensure client satisfaction, process improvement, and effective software adoption.
Position Summary
Serve as a key contributor to the Practice Management (PM) implementation process, overseeing demos, implementation, and training of our PM solution for new and existing clients from start to finish while ensuring timely delivery and a high level of customer satisfaction.
Key Responsibilities
- For each client, follow an internal PM implementation process that is efficient and covers all steps necessary for team to support the client
- Provide guidance and support to clients on process improvement and best practices during implementation to ensure high success and client adoption of the software.
- Act as the primary point of contact for clients throughout implementation and for designated clients post implementation.
- Follow installation and implementation standards, project plans, and related documentation during the implementation.
- Exchange information with OpenPM on setup, implementation, and support - including priorities, timeliness and issues as they arise.
- Communicate and partner internally with Customer Support, Sales and Technical Support regarding any PM related tasks or issues.
- Ensure clients are trained in all operational programs
- Support staff to ensure that all customer phone calls, chats, emails and correspondence are responded to and resolved
- Monitor results and change course as needed
- Assistance in resolving complex requests and complaints within a timely manner
Qualifications
- 3–5 years of experience in a client- or customer-service environment
- Hands-on experience conducting demos, implementing, and delivering training for Practice Management systems
- Proven ability to maintain focus and work productively in a remote environment while managing multiple competing demands
- Self-motivated and disciplined, with the ability to work both independently and as part of a distributed team
- Strong client-relationship skills and confidence communicating over the phone
- Excellent verbal and written communication skills
- Skilled at anticipating problems before they arise and finding ways to meet project goals despite changing circumstances
- Strong work ethic, a positive attitude, professional poise, and a self-starter mindset
- Demonstrated ability to collaborate cross-functionally across a remote organization
What We Offer:
- Competitive base salary
- Supportive leadership and work-life balance
- Comprehensive benefits including medical, dental, vision, and 401(k)
- Generous paid time off and holiday schedule
- Opportunity to grow within a mission-driven and innovative healthcare tech company
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