The Support Liaison supports the company’s product, by building and maintaining professional relationships with clients through regular contact and availability for problem-solving. They also are responsible for physician outreach and support with utilizing the platform. The Support Liaison works to help organizations and providers; by delivering outstanding customer support and assisting in developing relationships.
Essential Duties and Responsibilities:
Including, but not limited to the following:
- 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 physician outreach.
- Contacts physicians to ensure data is correct and updated.
- Assists physicians with connections to our clients.
- 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.
- 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.
- 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.
- 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.)
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
About M3USA:
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. Embrace the chance to drive change with M3 USA.
*M3 reserves the right to change this job description to meet the business needs of the organization
