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

• Bachelors 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.