Customer Success Manager
2 weeks ago
OBJECTIVES:
• Build strategic client relationships for long-term partnerships.
• Understand and articulate client needs and priorities aligned with RCM services.
• Implement and maintain client satisfaction strategies, including contract renewal.
• Identify and qualify expansion opportunities for Sales counterparts to bring to closure.
• Articulate client needs, process, current & expected RCM KPIs to internal RCM Operations
• Communicate the Visualutions RCM process to client stakeholders such as CFO and VP of RCM of health center organizations.
• Serve as the SME on all RCM processes for clients, sales team, finance, and invoicing team.
• Ensure the profitable service delivery, define SLAs, and anticipate risks.
• Identify key client stakeholders, set realistic expectations, and build rapport to ensure high customer satisfaction on SLAs & RCM KPIs.
• Host and drive monthly & quarterly Business Reviews (QBRs) with the client to communicate value creation, project status, and outstanding issues.
• Drive all analytics and reporting to customers, ensuring client responds timely to internal RCM requests.
• Collaborate with clients on front-end RCM improvements for enhanced financial performance.
Skills and Qualities needed for success:
• Passionate about customer success and creative problem-solving.
• Client-focused, organized, and results-driven.
• Strong communication and presentation skills, especially with C-level executives.
• Leadership in guiding internal and external stakeholders to outcomes.
• Assertive yet empathetic, driving customers toward strategic goals.
• Excellent interpersonal skills for client and internal interactions.
• Self-starter with minimal supervision required.
• Proficient in RCM Analytics and Reporting, specializing in Behavioral health, Dental, and primary care.
• Preferably experienced in FQHC RCM environment.
• Over 3 years of account management or business consulting experience, ideally within an FQHC setting.
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Dental insurance
- Vision insurance
- Disability insurance
- Life insurance
- Flexible spending account
- Employee assistance program
- Flexible schedule
- Paid time off
Schedule: Monday - Friday
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