Client Support Specialist

Company Description

M3 USA is at the forefront of healthcare innovation, offering digital solutions across healthcare, life sciences, pharmaceuticals, and more. Since our inception in 2000, we’ve seen remarkable growth, fueled by our mission to utilize the internet for a healthier world and more efficient healthcare systems.

Our success is anchored in our trusted digital platforms that engage physician communities globally, facilitating impactful medical education, precise job placement, and insightful market research. M3 USA prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements.

Joining M3 USA means being part of a dedicated team striving to make a significant difference in healthcare. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation, shaping the future in a meaningful career. Embrace the chance to drive change with M3 USA.

Due to our continued growth, we are hiring for a Client Support Specialist at PracticeMatch, an M3 company.

Job Description

Mission: 

The Client Support Specialist supports the company’s client activities by building and maintaining professional relationships with clients through regular contact and availability for problem-solving. The Client Support Specialist works to help organizations by delivering outstanding customer support and assisting in developing customer relationships.  

Client Support frequently serves as liaisons between the company and our customers, working with Client Account Managers to drive renewals, upsells, and by helping organizations meet KPI goals.

Essential Duties and Responsibilities: 

  • Including, but not limited to the following: 
  • Supporting Client Account Managers by interfacing with clients as needed.  
  • Owning a few select clients, assisting them with utilizing the database and platform at a very high level. 
  • Ability to work closely with select clients to continue their partnership and potentially upsell them additional solutions. 
  • Creating and maintaining client job postings.  
  • Assisting clients with running database searches.  
  • Assisting clients with creating, sending email blasts, and analyzing email delivery reports. 
  • Offering assistance with setting up and customization of our applicant tracking system.  
  • Promote usage of different facets of our products to increase the return on investment to our clients and the likelihood of renewal.  
  • Assisting clients with technical issues and working with Tech to resolve them.  
  • Relaying product enhancement suggestions to Tech.  
  • Assist clients with questions on invoices and provide more detail when necessary.  
  • Documenting communication with clients in our CRM and collaborating with management to tackle existing and anticipated concerns. 
  • Provide client training sessions when needed. 
  • Collaborating with Tech, accounting, sales, and trainers on a regular basis.  
  • Exhibit professional attitude toward clients while being patient, courteous, personable, and quick thinking.  
  • Performs other duties as assigned.  

Qualifications

  • Excellent communication and interpersonal skills with the ability to gain the trust of clients 
  • Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. 
  • Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required. 
  • Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented. 
  • Must be able to work independently and productively with minimum supervision. 
  • Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. 
  • Communicates changes and progress; completes projects on time and budget. 
  • Team player with a "can do" attitude that can work in a fast-paced environment. 
  • Ability to establish and maintain professional atmosphere for employees, clients and customers 
  • Ability to coordinate with other staff and interact with other departments professionally. 
  • Possesses self-motivation and assertiveness to achieve goals and be successful 
  • To perform this job successfully, an individual should have knowledge of Microsoft Suite (Word, Excel, etc.) 

Additional Information

Benefits:

A career opportunity with M3USA offers competitive wages, and benefits such as:

  • Health and Dental
  • Life, Accident and Disability Insurance
  • Prescription Plan
  • Flexible Spending Account
  • 401k Plan and Match
  • Paid Holidays and Vacation
  • Sick Days and Personal Day

*M3 reserves the right to change this job description to meet the business needs of the organization

 

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