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Customer Success Executive

4 weeks ago

Nashville, Tennessee, United States HealthEdge Full time
About the Role

The Customer Success Executive plays a critical role in maintaining and advancing the overall customer relationship at HealthEdge. This involves speaking to how our solutions can solve and advance our customers' critical business objectives over time.

The ideal candidate will have proven experience facilitating the successful adoption of a new technology within a commercial software environment, enabling customers to achieve maximum value from the partnership, and an understanding of the general operations of a health plan as well as the healthcare industry as a whole.

Key Responsibilities
  • Be a trusted advisor to executive-level decision makers and other stakeholders, maintaining a delighted account relationship by exhibiting how our products and services team can accommodate their business objectives and goals.
  • Understand and internalize the customer's business objectives and articulate how they can leverage our technology to solve their strategic business objectives and goals.
  • Identify and drive opportunities to increase client revenue through the addition of new business lines, consulting opportunities, or new statements of work.
  • Clearly articulate the value being created for the customer through timely and measurable reporting that is specific to the business and objective goals of the customer.
  • Serve as a strategic relationship manager and customer advocate, working closely with all internal and external stakeholders to understand and clearly articulate the customer's immediate and long-term business needs.
  • Measure and report on customer satisfaction, driving improvements where needed.
Requirements
  • 10 or more years' experience within the healthcare industry managing healthcare delivery, financing, or insurance information technology, operations, either in a direct role or as an account manager, for enterprises with annual revenue of at least $1 billion.
  • Direct experience within a health plan, TPA, or provider is strongly preferred.
  • Healthcare subject matter expertise, with solid technical knowledge/aptitude with enterprise-class insurance transaction and healthcare management information systems.
  • Knowledge and experience with the HealthEdge product suite is a plus.
  • Strong presentation skills with demonstrated ability of problem definition, analysis, and presentation of alternatives, and cost-benefit analysis.
  • Solid technical and operational understanding of health plan operations and software development lifecycle.
  • Proven ability to maintain multiple accounts with a successful track record of growing client revenue post initial sale.
  • Excellent communication skills, interpersonal skills, and ability to interact with internal and external customers.
  • Able to influence key executive-level stakeholders and negotiate contract terms.
  • General knowledge of project management tools such as Agile, critical path design, budget variance analysis, and risk mitigation approaches.
  • Associates or higher-level degree in healthcare operations, financial planning, management, or business is desirable.
  • Ability for travel, up to 50%.