Apply on Employer Site

Sage · 1 month ago

Client Success Associate

New York, New York, United States

Full-time

Onsite

Entry, Mid Level

$100K/yr - $120K/yr

2+ years exp

Sage is a mission-driven company focused on improving care for older adults through innovative solutions. The Client Success Associate will support the adoption of Sage's products by fostering user engagement, leveraging data insights, and ensuring client satisfaction. This role involves building relationships with clients, monitoring usage patterns, and collaborating with internal teams to enhance customer experience.

AppsSocialSoftware

Responsibilities

Act as a primary point of contact for clients at the community level; regularly checking in with community leadership to ensure they are satisfied with the product and offer support or training as needed

Surface identified Sage super-users/champions to the Community and Marketing teams for potential involvement in various campaigns, webinars, training sessions, etc

Identify at-risk communities and work proactively to address potential issues that could lead to churn or disengagement

Ensure communities achieve measurable ROI by leveraging Sage data to make operational decisions

Surface opportunities for communities to increase care revenue, reduce liability, and improve operational efficiencies, and ensure action is taken on such recommendations

Train community management on the Sage Analytics platform, ensuring adoption and understanding of how to leverage the data to support their overall operations

Proactively reach out to communities based on usage data to provide assistance, share best practices, or resolve any challenges preventing full product adoption

Drive user engagement and product adoption within client communities by building strong, trust-based relationships with users

Monitor app usage patterns and identify areas where clients can improve their engagement with the platform

Use data and client feedback to deliver personalized recommendations that increase adoption and ensure clients are realizing the full potential of the product

Work closely with the broader Client Success team, Product, and Support teams to relay customer feedback, product challenges, and feature requests

Share valuable insights and best practices with internal teams to enhance overall customer experience and improve the onboarding process

Qualification

Data analysisClient relationship managementCustomer success metricsData visualization toolsHealthcare experienceCommunication skillsProblem-solving skillsCross-functional collaboration

Required

2-4 years of experience in a customer-facing role (Customer Success, Account Management, or similar)

Proven experience building and maintaining client relationships

A customer-first mindset with a passion for helping others succeed through the use of technology

Strong analytical and problem-solving skills, with the ability to analyze customer data and translate it into actionable insights

Comfortable using data analytics and visualization tools (e.g., Google Analytics, Tableau, Excel, etc.) to track customer success metrics and create reports

Excellent communication skills, both written and verbal, with the ability to engage and support clients effectively

Familiarity with data-driven decision-making, customer success metrics, and tracking product usage

Ability to collaborate across teams (Sales, Product, Marketing) and advocate for customer needs internally