Customer Success Manager

2 weeks ago

Oklahoma City, Oklahoma, United States HealthEdge Full time
Overview

Overview:


The Client Operations Team at HealthEdge proactively helps our customers understand and optimize the value customers receive from HealthEdge products and services.

The Customer Success Manager (CSM) is a key member of that function and a part of our Client Operations team.

In this role, you will develop a deep understanding of customer business models and become a subject matter expert in the day to day administration of your customers' HealthEdge solutions.


What you bring:
Must have 5+ years of relevant work experience in Customer Support or Customer Success Management

within the Healthcare Industry

Experience with Salesforce, ServiceNow,

and

Tableau experience (or similar)

Experience with

Change Management

Principles and Methodologies

Understanding of core IT infrastructure components and service concepts

Experience collaborating with cross-functional teams through high-priority and time-sensitive issues

Demonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed and relevant communications (verbal and written)

Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies

Ability to convey difficult messages with confidence, tact and diplomacy

Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities

Excellent meeting management and facilitation skills

You are someone who demonstrates:
The ability to use data to enable insightful communications and inform business decisions

A natural strength at building relationships and an ability to actively listen

A fundamental mindset to be flexible and resilient systems thinker – ready, willing and able to roll up your sleeves to help solve unique business problems in ambiguous and shifting conditions

A team player attitude and a commitment to "win, win" negotiations and blameless improvement collaborations

What you will do:
Intake customer service requests (live and via ticketing system), product inquiries and system errors; resolve when possible or escalate to the appropriate delivery teams for next-level activities

Leverage customer data to provide clear, informative and relevant information to drive improvements and solve complex problems

Track customer key performance indicators (KPIs); create and maintain Success Scorecards

Coach customers on HealthEdge best practices and advocate for customer needs within HealthEdge

Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience

Develop strong, collaborative, relationships internally and externally

Performing all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII

Identify value add business development opportunities; provide leads to Account Executives

Responsible for Product/SaaS issue management and escalations

Mitigates service risks and implements corrective action plans

Advocates for the customer during corrective action planning

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace.

We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.


Geographic Responsibility:
While HealthEdge is located in Burlington, MA you may live anywhere in the U.S.

Type of Employment:
Full-time, permanent

FLSA Classification (USA Only):

Exempt

Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

The employee is occasionally required to move around the office.

Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work across multiple time zones in a hybrid or remote work environment.

Long periods of time sitting and/or standing in front of a computer using video technology.

May require travel dependent on company needs.


The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position.

They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary.

In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.

Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer.

We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

#LI-Remote

Job Locations

US-Remote

ID
Category

Hidden

Position Type

Full-Time


HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#J-18808-Ljbffr

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