Customer Success Associate - Houston, TX

Customer Success Associate The Customer Success Associate serves as the primary liaison between GSK Solutions Inc. and its healthcare clients, including hospitals, physician groups, outpatient clinics, and long‑term care facilities. This role is responsible for client onboarding, relationship management, placement satisfaction, and driving retention and growth across assigned accounts. Key Responsibilities Client Onboarding & Relationship Management Lead new client onboarding and set clear expectations Establish regular communication cadence (calls, check‑ins) Ensure consistent client satisfaction throughout the recruitment lifecycle Placement Quality Oversight Monitor performance and integration of placed healthcare professionals (RNs, NPs, PAs, physicians, allied staff) Address performance or cultural fit issues proactively Retention & Account Growth Drive contract renewals and maintain long‑term client relationships Identify upsell opportunities aligned with workforce needs Issue Escalation & Resolution Act as the first point of contact for client escalations Resolve issues related to credentialing, compliance, or staffing gaps Collaborate with internal teams (recruitment, compliance, operations) Data‑Driven Reporting Generate and present client reports on: Fill rates, Time‑to‑fill, Placement outcomes, NPS (Net Promoter Score) Maintain accurate data in CRM systems Regulatory & Compliance Awareness Ensure adherence to Healthcare staffing regulations, Joint Commission standards, HIPAA requirements, State licensure rules Required Qualifications Bachelor's degree in Business, Healthcare Administration, Communications, or related field 2+ years of experience in Customer Success, Account Management, Healthcare Staffing/Recruitment Strong understanding of clinical roles and staffing processes Proficiency with CRM tools (e.g., Salesforce, Bullhorn) Excellent verbal and written communication skills Ability to manage multiple client accounts simultaneously Preferred Qualifications Experience working with hospitals, health systems, or long‑term care facilities Knowledge of credentialing, compliance, or healthcare HR workflows Exposure to MSP/VMS staffing environments Familiarity with Joint Commission and CMS standards Experience with BI/analytics tools (Tableau, Power BI) Bilingual (English/Spanish) preferred Core Competencies Relationship Building: Establish and maintain strong client trust Problem Solving: Resolve issues efficiently under pressure Healthcare Literacy: Understand clinical workflows and staffing needs Data Fluency: Interpret metrics and drive actionable insights Cross‑Functional Coordination: Align with internal teams effectively Proactive Communication: Identify and address risks early Key Performance Indicators (KPIs) Client Retention Rate: 90% annually NPS Score: Measured quarterly Requisition Fill Rate: Per account Time‑to‑Resolve (TTR): Average issue resolution time Compensation & Benefits Competitive base salary + performance bonus Medical, dental, and vision insurance 401(k) with company match Paid time off + 10 federal holidays Remote/hybrid work flexibility Professional development stipend Equal Opportunity Statement GSK Solutions Inc. is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, gender, age, disability, national origin, religion, sexual orientation, or any other protected status. #J-18808-Ljbffr