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Senior Customer Success Professional

2 months ago

Minneapolis, Minnesota, United States ResMed Full time
Customer Success Specialist Job Description

Brightree, a subsidiary of ResMed, is seeking a highly skilled Customer Success Specialist to join our team. As a key member of our Customer Success Team, you will play a critical role in driving consistent customer value through adoption of Brightree products and services.

Key Responsibilities:
  • Meet with newly onboarded customers to assess adoption, risk, and opportunities
  • Triage incoming customer requests for contract adjustments and user changes
  • Identify and manage at-risk accounts to resolution
  • Complete system analysis for at-risk customers and make recommendations for improvement
  • Identify and communicate opportunities to increase customer utilization of additional modules within existing customer base; provide guidance on professional service offerings such as training and consulting
  • Special projects as needed
Requirements:
  • Bachelor's degree or equivalent work experience
  • At least 2 years of customer support experience, participating in diagnosing, diffusing, and solving customer concerns
  • Strong professional communications skills, both written and verbal
  • Must demonstrate a high degree of confidence to participate in business conversations at all levels of the customer organization
  • Exposure to financial and operational analysis required
  • Demonstrated strong skills in Excel
  • Experience liaising with external customers and internal departments
  • Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
  • A team player with a positive attitude, strong interpersonal skills, and multi-tasking ability
  • 20-25% Overnight travel is required
  • Prior experience in a similar role with a healthcare software solution
  • Prior experience in DME/HME industry
  • Prior experience with Brightree software
  • Experience as a user of Brightree's Business Management Solution
  • Infusion pharmacy experience
  • Salesforce, Gainsight or experience using other CRM tools

Brightree is a cloud-based patient management software company that is committed to creating a diverse and inclusive culture. We focus on creating a workplace that is challenging, supportive, and inspiring, where employees can thrive and grow. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.