Client Success Associate

Since 1996, Surgical Information Systems ("SIS") has been dedicated to providing surgical care providers with the solutions and services they need to deliver improved operational, financial, and clinical outcomes.

Focused exclusively on perioperative IT, the SIS award-winning product suite [1] is built specifically for the perioperative environment and includes hospital and ASC-focused solutions covering perioperative Electronic Medical Records (EMRs), Anesthesia Information Management Systems (AIMS), ASC business management, and business intelligence and analytics solutions. Services include revenue cycle management to complement SIS's software solutions.

SIS solutions have been recognized by Black Book Research Rankings for consecutive seven years as the No. 1 ranked outpatient EHR. SIS received the Best in KLAS 2022 Award in the ASC category for SIS Charts, SIS' EHR solution. SIS has been recognized as one of the Top 100 Healthcare Technology Companies by The Healthcare Technology Report and as a Top Workplace US & ATL by Energage for two years in a row.

For more information, visit SISFirst.com .

We put the health and welfare of our Associates above all else. Because of this strong belief, Surgical Information Systems does require a vaccine for COVID-19 or weekly testing and the wearing of a mask.

[1]Black Book Research Rankings - "Top Technology Solutions: Ambulatory Surgical Centers" February 2020, "Top Technology Solutions: Ambulatory Surgical Centers" April 2019, "Top Ambulatory Electronic Health Records Solutions: Ambulatory Surgical Centers" April 2018, "Top Electronic Medical Records/Electronic Health Records Vendors" April 2017, & "Top Ambulatory Electronic Health Records Vendors Comparative Performance Result Set of Top EHR Vendors," May 2016.

SIS, the SIS logo, and Surgical Information Systems are trademarks of Surgical Information Systems, LLC. AmkaiSolutions, AmkaiCharts, AmkaiOffice, and AmkaiAnalytics are trademarks of Amkai LLC. AdvantX, Vision, and SurgiSource are trademarks of SourceMedical Solutions, Inc. Other company and product names may be trademarks of their respective owner.

The Client Success Associate is responsible for our clients' successful transition from implementation to support ensuring the onboarding processes are executed to achieve excellent client outcomes and strong client relationships. They will act as the client's trusted advisor providing a voice, support, guidance, and knowledge that will facilitate the achievement of our clients' business objectives using the SIS's products and services through the transition from Implementation to Support. The Client Success Associate will focus on accurate and timely logging of all outstanding client issues, appropriate prioritization and follow up on open tickets, client training on support processes, reinforce SIS product training as needed, and monitor clients for most common post go live issues. The associate will coordinate with internal teams to access additional resources and facilitate the solutions and tools needed by clients. They will deliver client feedback as a voice of the customer to internal teams identifying needs, ideas, and challenges and advocate for solutions, product enhancements, and other actions to meet the needs of clients.

ESSENTIAL DUTIES/ RESPONSIBILITIES:

• This position is based in our Corporate HQ in Alpharetta, GA
• Proactively engage with clients and their SIS implementation team prior to go live and guide their support transition over the clients first 60 to 90 days in Support.
• Train clients on support processes and tools.
• Follow established policies and procedures to assist clients most effectively.
• Provide clear and concise communications, both verbally and written, to clients.
• Set realistic expectations with clients on timeline and budget for issue resolution.
• Maintain detailed records on client work including communication transactions, problems, remedial actions taken, and issue resolution.
• Develop advanced technical and functional expertise with SIS product solutions through on-the-job experience and other learning opportunities so that best practices can be shared with the client.
• Identify gaps in knowledge/training for client and works to close such gaps
• Monitor client support NPS scores and follow up as needed
• Reinforce product training as needed
• Support data migration needs
• Manage client escalation process
• Support client transition to on-going support post 90 days go-live and account management
• Monitor and proactively prevent most common post go-live issues
• Promote client adoption and utilization of full solution suite
• Review and submit client enhancement requests
• Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time

EDUCATION DESIRED:

• Bachelor's degree.

SPECIFIC KNOWLEDGE & SKILLS REQUIRED:

• High level technical aptitude and the ability to problem solve in a logical manner.
• Ability to work without close supervision.
• 2+ years of relevant client support experience.
• Possess strong problem-solving and analytical skills.
• Passionate and empathetic focus towards clients.
• Strong organization skills with an ability to manage competing demands.
• Skill in active listening to accurately diagnose client support requests.
• Experience with customer service to best serve clients with a primary objective of ensuring high client satisfaction.
• Ability to multi-task, re-prioritize and adapt to rapidly changing needs in a fast-paced environment.
• Ability to communicate effectively through oral and written mediums.

We believe employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, protected veteran status, and all other protected statuses

Surgical Information Systems is an Equal Opportunity Employer and complies with applicable employment laws. M/F/D/V/SO are encouraged to apply.

At this time we are unable to sponsor H1B candidates