About Us:
CareCloud MTBC is a leading provider of healthcare technology solutions designed to help medical practices streamline their operations, improve patient care, and enhance financial performance. We are committed to delivering innovative solutions and exceptional service to our clients.
Job Summary:
The Client Engagement Manager will be responsible for managing and enhancing client relationships, ensuring client satisfaction, and driving client success within the Professional Services department. This role will involve working closely with clients to understand their needs, providing tailored solutions, and ensuring the successful implementation and adoption of CareCloud MTBC’s services.
Key Responsibilities:
- Serve as the primary point of contact for clients within the Professional Services department.
- Develop and maintain strong, long-lasting client relationships.
- Monitor and manage client satisfaction, addressing any issues or concerns promptly and effectively.
- Conduct regular client reviews to ensure ongoing alignment and satisfaction.
- Oversee the implementation process, client workflows, and business requirements to ensure successful implementation of CareCloud products within a practice.
- Guide clients and provide educational materials to assist them with getting comfortable with the platform.
- Notify management of any potential roadblocks that may prevent clients from being successful.
- Lead structured meetings and training sessions with clients in a high-quality, professional manner.
- Prepare for all client-facing sessions with clear agendas, focused meetings, and proper follow-ups.
- Attend and participate in regular meetings with onshore and offshore teams.
- Communication and Support:
- Handle sensitive and/or confidential communications between internal and external customers.
- Communicate effectively with US teams, including providing feedback in meetings.
- Answer incoming inquiries from clients via email, chat, or phone in a professional and timely manner.
- Manage time and priorities effectively.
- Consistently follow internal playbook workflows and offer suggestions for updates as needed.
- Collaborate with consultants, team leads, and managers to provide feedback and ideas for improvement.
- Proactively communicate with team members to assist with solving problems or answering client questions.
- Assist with documenting updates on educational materials.
- Anticipate problems before they occur and creatively think of strategic resolutions.
- Manage client expectations in a professional, realistic, and tactful manner.
Qualifications:
- Bachelor’s degree in Business, Healthcare Administration, or a related field.
- 3+ years of experience in client engagement, account management, or a similar role within the healthcare technology or professional services industry.
- Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients at all levels.
- Excellent problem-solving and conflict-resolution abilities.
- Proven ability to manage multiple clients and projects simultaneously.
- Familiarity with healthcare technology solutions and industry trends.
- Proficiency in CRM software and other relevant tools.
Skills:
CRM, Project Management, Client Engagement, Client Success,
