Customer Success Manager

5 days ago

Topeka, Kansas, United States HealthEdge Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at HealthEdge. As a key member of our Client Operations Team, you will be responsible for developing a deep understanding of customer business models and becoming a subject matter expert in the day-to-day administration of our HealthEdge solutions.

Key Responsibilities
  • Intake customer service requests, product inquiries, and system errors; resolve when possible or escalate to the appropriate delivery teams for next-level activities
  • Leverage customer data to provide clear, informative, and relevant information to drive improvements and solve complex problems
  • Track customer key performance indicators (KPIs); create and maintain Success Scorecards
  • Coach customers on HealthEdge best practices and advocate for customer needs within HealthEdge
  • Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience
  • Develop strong, collaborative relationships internally and externally
  • Provide peer support and/or mentoring to Client Success Team members
  • Participate in Client Success Team collaboration sessions; create case studies, artifacts, or tools to support continuous learning and knowledge sharing
  • Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII
  • Identify value-add business development opportunities; provide leads to Account Executives
  • Responsible for Product/SaaS issue management, escalations, and CCB
  • Mitigate service risks and implement corrective action plans
  • Advocate for the customer during corrective action planning
Requirements
  • 8+ years of relevant work experience
  • Bachelor's Degree or equivalent experience demonstrating project management and customer service skills in a technical environment
  • Experience with core IT infrastructure components and service concepts
  • Experience collaborating with cross-functional teams through high-priority and time-sensitive issues
  • Demonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed, and relevant communications (verbal and written)
  • Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies
  • Ability to convey difficult messages with confidence, tact, and diplomacy
  • Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
  • Excellent meeting management and facilitation skills
  • Healthcare industry experience a plus
  • Salesforce, ServiceNow, and JIRA experience a plus
About HealthEdge

HealthEdge is an agile and innovative 21st-century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.

Our company is committed to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace where all employees have the opportunity to belong, make an impact, and deliver excellent software and services to our customers.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us.

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