Senior Customer Success Manager
3 weeks ago
About FinThrive
FinThrive is advancing the healthcare economy. We rethink revenue management to pave the way for a healthcare system that ensures every transaction and patient experience is addressed holistically. We’re making breakthroughs in technology—developing award-winning revenue management solutions that adapt with healthcare professionals, freeing providers and payers from complexity and inefficiency, so they can focus on doing their best work. Our end-to-end revenue management platform delivers a smarter, smoother revenue experience that increases revenue, reduces costs, expands cash collections, and ensures regulatory compliance across the entire revenue cycle continuum. We’ve delivered over $ 10 billion in net revenue and cash to more than 3,245 customers worldwide. When healthcare finance becomes effortless, the boundaries of what’s possible in healthcare expand. For more information on our new vision for healthcare revenue management, visit finthrive.com
About Award-winning Culture Of Customer-centricity And Reliability
At FinThrive we’re proud of our agile and committed culture, which has led to certification as a " Great Place to Work " since 2017. We’re honored to have also been ranked #21 among the Best Workplaces in Healthcare for 2023, and we know that it's our collective dedication that makes FinThrive an exceptional place to work.
Find balance with our remote-friendly organization
Take time to recharge and pursue your passions
Be part of a positive and supportive work environment
Grow and excel your career with training and education
Our Perks and Benefits
FinThrive is committed to continually enhancing the employee experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits .
Impact you will make
The Senior Customer Success Manager (CSM) is responsible for managing assigned clients and supporting all aspects of client management activities.This role is accountable for customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities.The Senior CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their clients.
What you will do
Meet and exceed quarterly and annual client revenue targets
Comply with renewal process and meet or exceed annual renewal targets
Identify growth opportunities within assigned client base
Secure and increase references
Foster high response rate and positive KLAS and Net Promoter survey scores
Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting client expectations, both through frequent onsite meetings and remote client management
Negotiate and manage complex escalated states of communication
Capture and track client value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
Create an account plan and client growth strategy in collaboration with Sales Executives
Internally document at risk mitigation plans
Provide internal leadership within client success by mentoring and coaching colleagues
Accept responsibility/accountability for responding to all assigned client issues and tasks. Takes full responsibility for the account in client satisfaction, communication, and when needed, escalation
Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
Identify opportunities for operational and process improvements related to utilization and integration
Manage all renewals and accurate listing of contract expiration dates and notification requirements
Protect existing revenue and conduct monthly analysis of revenue variances
Serve as internal escalation point for issues regarding a client’s contract or invoices
Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks
What you will bring
Bachelor's degree
4+ years’ work experience in customer management
Executive presence and presentation skills
Excellent financial acumen of revenue cycle
Ability to play a key role in client satisfaction and performance
Work autonomously, independently and as part of a team for collaboration
Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
Experience interfacing with both internal team members and external clients, as part of a solutions-based team
Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
Travel Required: Up to 50% depending on customer needs
What we would like to see
Experience in Healthcare or Healthcare Operations
Knowledge of FinThrive products and services or competitors
Knowledge of the healthcare industry, specifically revenue cycle management
Experience using Gainsight
Statement of EEO
FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.
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