Client Success Associate

Do you enjoy building strong relationships with clients and working collaboratively to effectively solve problems? Are you incredibly organized and able to think on your feet? Do you obsess over the little details? Are you energized by the idea of working at a growing healthcare startup?

20/20 On-site’s Client Success team is the driver of our core business operations and the key link between clients and the rest of the company. As a Client Success Associate on the Primary Vision Care team at 20/20 Onsite, you will play a crucial role in promoting our state-of-the-art vision services, efficiently coordinating and scheduling eye exams and building strong relationships with patients. Your primary responsibility will be to own and grow your book of business. You will onboard new clients, maintain yearly bookings, update their care plans year over year, develop and execute marketing strategies to attract and engage patients and, maximize all coordinated events to ultimately drive business growth.

Responsibilities:

Client Relationship Management:

• Develop and maintain strong relationships with existing clients, understanding their unique needs and ensuring client satisfaction. 
• Act as the primary point of contact for client inquiries, requests, and concerns, providing timely and effective resolutions. 

Marketing: 

• Utilize various marketing techniques, such as digital marketing, social media, email campaigns, and community outreach, to attract new patients to 20/20 Onsite and to maintain patient retention year over year. 
• Continuously monitor and analyze the effectiveness of marketing campaigns, making data-driven adjustments as necessary.
• Identify opportunities for upselling or cross-selling additional services to clients to drive revenue growth. 
• Collaborate with the marketing team to develop compelling content. 
• Stay up-to-date with industry trends, competitor activities, and patient preferences to identify opportunities for growth and improvement. 

Customer Experience: 

• Communicate with patients, for pre, present, and post visit requests or complaints and for patient insurance eligibility and scheduling.  
• Report and support environmental issues that may arise and have an impact on the schedule. Availability to support patient communication for the day of events is necessary. 

Logistics and Operations: 

• Collect, organize, review and deploy all logistical items for a successful event; obtaining parking permits, parking images and coordinates,  and on site information necessary for our Eye Care Team. 

Schools Program Support:  

• Play a key part in the success and growth of our school-based vision care initiative.
• Manage communication with school nurses, engaging with parents, verifying insurance eligibility, and supporting logistics such as inventory, shipping, and on-site dispensing. 
• You may assist with marketing and scheduling efforts, attend parent-teacher conferences to help families register, or support vision screening events alongside the Eye Care Team.
• Additional tasks may include uploading consent forms to our patient tracker, checking insurance eligibility, and creating materials or process guides for school partners.

Data Integrity: 

• Maintain accurate records of client interactions, contracts, and agreements in the company's CRM system. 
• Prepare regular reports on account status, revenue forecasts, and client feedback for management review.

Requirements:

• Bachelor's degree in business, marketing, or a related field preferred.
• Experience in client-facing roles such as Account Management, Sales, or Customer Service.
• Highly organized and detail oriented.
• Strong interpersonal and communication skills. Ability to build and maintain strong client relationships.
• Results-oriented mindset with a focus on achieving goals.
• Exceptional problem-solving and negotiation skills.
• Proficiency in Microsoft Office Suite; experience with CRM software (Salesforce, Hubspot) a plus.
• Willingness to travel to client locations as needed.
• Passion for promoting eye care accessibility and wellness.

• Competitive salary and commission structure.
• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Great holiday and vacation time policies.
• Company closure during Christmas and New Year.
• Collaborative and supportive team environment.
• Opportunity to make a positive impact on the vision health of employees across
  various industries.

At 2020 On-site, we see differently. And if you do too, we should chat.

If you are motivated with a passion for customer success and feel you meet 70% of the qualifications we are looking for and share our vision and values, we encourage you to apply. We promise to consider your application fully. 

We strive to build a team that reflects the diversity of the communities where we live, work, and take our services to. We encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQIA+, veterans, and people with disabilities. If we can make this easier through accommodation in the recruitment process, please let us know.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.