Customer Success Manager

2 weeks ago

Las Vegas, United States Penn Foster Inc Full time

Customer Success Manager

At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance. Position Overview

Primary Job Duties The role of the Customer Success Manager (CSM) will focus on continuing our accelerated growth within a defined portfolio of assigned clients. The ideal candidate for this role must enjoy working in a fast-paced, highly rewarding, collaborative and customer-centric environment. The role of the Customer Success Manager plays a critically important role in both client retention and revenue growth. As a member of the Customer Success team, we are all responsible for the success of our clients. Client outreach to decision-makers and lead points of contact within a defined portfolio of client-based accounts. Develop a trusted advisor relationship with key accounts within a managed portfolio. Problem-solve and devise solutions to meet the unique business needs of clients. Collaborate with diverse teams and departments to achieve objectives of clients. Perform web-based and/or in-person meetings with clients, including product demonstrations, introductory calls (for net new clients) and/or quarterly business reviews (QBRs). Collaborate with our sales and marketing teams to identify and cultivate revenue generating opportunities. Understand and demonstrate the proficiency of our proprietary software, Practice Management Bridge, Patient Financing and Engagement. Become familiar with and demonstrate proficiency in the understanding of payment card industry terminology, practices, and procedures. Demonstrate an understanding of the revenue cycle management and how it pertains to the business operations of healthcare practices. Display effective communication, presentation skills and the ability to influence key-decision makers. Ability to manage multiple client initiatives with a strong attention to detail and follow through on behalf of clients. Demonstrate the ability to compile and analyze data, including strategic sales volume and revenue forecasting based on expansion and/or upsell opportunities within a defined portfolio. Expect on-site travel of 10% - 15% based on a cadence of quarterly, bi-annually, annually and/or as needed to support key client relationships, projects and/or needs.

Minimum qualifications: The role of CSM is critical to the success of our organization and clients. The ideal candidate should possess the following attributes: Collaboration The opportunity to partner with team members and cross-functional teams to solve client business problems, which can be both simple and/or complex. Customer Oriented The willingness to go above and beyond for our clients is at the core of the role of the CSM. The desire to do the right thing by escalating client issues and matching them with the appropriate resource(s) and following up to ensure the matter has been resolved to the customer’s satisfaction is expected. Expected Responsibilities A successful CSM is responsible for the revenue retention and growth of their assigned accounts in the managed portfolio. This includes developing a strategic plan for growth and/or to mitigate client risk. Furthermore, the CSM must be able to quantify the revenue impact to their managed portfolio, reporting such fluctuations to the Sr. Director of Customer Success to aid in forecasting and/or reforecasting efforts. Communication Skills The ability to communicate with a client, in particular c-level decision makers and/or stakeholders, is vitally important to success in this role. Relationship Building A fundamental component to the success of the CSM, and to our organization, is becoming the client’s trusted advisor. This entails cultivating, building, and maintaining a strong rapport with key influencers and decision makers. Technical Skills The CSM must be able to learn and adapt to new technologies, while proficiently speaking to, demonstrating, and addressing client questions and/or concerns effectively. Additionally, experience with customer relationship management (CRM) software and collaborative tools, such as Salesforce and the Microsoft suite of products, is a plus. Organizational Skills The ability to operate independently, in a remote working environment, including creating a successful plan of action for continuing our accelerated growth, is a must in this role. This includes weekly and monthly updates on client-facing activities, updates on work with strategic accounts and tracking client engagement – introductory calls and QBRs – is critical to success in this role. Education/Experience A Bachelor’s Degree in a related field and preferred one to three years of related sales, strategic account management experience and/or equivalent combination of education and experience is preferred. Customer Success Manager Certification a plus. For all full-time employees, we offer:

Competitive health, dental, and vision benefits Guardian Hospital Indemnity coverage Life & LTD 401(k) matching up to 3% About Us:

Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.

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