Client Success Advisor

2 weeks ago

Remote, United States Vitera Healthcare Solutions Full time

You Belong at Greenway

Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.

The Customer Success Advisor's main goal is to drive success for our clients and customers. This role owns the customer relationship and retention of our customers and clients.

Essential Duties & Responsibilities

* Define and track short- and long-term goals in partnership with customer
* Account plans created/maintained with scorecard (demonstrating success)
* Proactive outreach, bi-weekly or weekly outreach based on established department protocols
* Quarterly or semi-annual business reviews based on established department protocols
* Develop and build deep relationships across multiple client stakeholders
* Understand overarching risk and manage retention efforts
* Ensure thorough documentation of customer activities
* Drive customer adoption of newly introduced and implemented software and services
* Facilitate or deliver product education
* Obtain product feedback and share with product team
* Own and ensure the necessary customer communications
* Regularly share Greenway Strategic and product vision
* Manage Executive Sponsor program
* Generate sales leads and provide renewal leadership
* Champion customer success on regulatory program awareness and advocacy
* Ensure hardware, software, and version adoption to supported and/or n-1 version where appropriate
* Prevent escalations but when they occur, own the oversight and coordinate resolution
* Leverage survey feedback and follow-up/action plan to improve sentiment
* Work closely with the Revenue Cycle Team to ensure GRS success
* Acts as quarterback and voice of client for all concerns and issues to resolution
* Utilize Greenway established Standards
* Accountable for Key Performance Indicators (KPIs) for assigned clients

Education and Experience

* High School Diploma/GED
* Bachelor's degree or equivalent work experience
* Three (3)+ years' experience managing customer accounts

Skills, Knowledge, and Abilities

* Keen understanding of Greenway solutions and how they fit into ambulatory care space based on customer's needs
* Strong Industry, regulatory, and product knowledge
* Specialty acumen and commitment to continuous education
* Ability to clearly articulate business issues and solutions and negotiate at a senior management level
* Ability to provide internal transparency on the needs of the customer
* Excellent listening, communication, and presenting skills
* Change agent across verticals, being agile in an ever-changing industry
* Help facilitate and adopt change internally and externally
* Ability to prioritize and manage multiple high priority projects simultaneously
* Strong delegation skills (internal and external)
* Accountability driver (internal and external)
* Adapt to modernization of tools to communicate with clients
* Excellent interpersonal skills and able to work with a variety of personality types
* Ability to identify cross-sell opportunities

Work Environment/Physical Demands

* While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
* This position requires the ability to observe a computer screen for long periods of time to observe their own and others' work, as well as in-coming and out-going communications via the computer and/ or mobile devices.
* The role necessitates the ability to listen and speak clearly to clients and other associates
* Must be able to work in a fast-paced work environment

Here's what we can offer you in exchange for your amazing work:

* Competitive pay
* Medical, dental and vision benefits
* Matching 401(k)
* Generous paid time-off programs
* Education reimbursement
* Growth potential for your career
* Corporate discounts

At Greenway, we strive to imagine, empower, engage, and inspire. Join us

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.

If you are a Colorado resident, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email.

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