Posted almost 5 years ago
The Customer Success Manager is a highly visible role, responsible for implementations and the ongoing management of enterprise customer accounts. The CSM will ensure that customers experience the full value and potential of their relationship with healthfinch.
Duties and Responsibilities
Support sales staff during the sales cycle by offering clinical and workflow expertise in virtual or in-person meetings
Own customer onboarding, ongoing support, optimization and expansions
Partner with sales team on account management and upsells of assigned customers
Configure healthfinch systems to customer specifications and advise on best practices
Drives long-term partnerships with clients based on trust and respect that promote retention and loyalty
Develop a deep understanding the healthcare ecosystem, our clients’ initiatives, and our products
Manage and meet project deadlines by collaborating and communicating with clients and our internal staff
Understand each customers unique needs to guide them in extracting the full value of healthfinch products and expertise
Proactively assist and advise customers in improving their processes
Build positive image of the company with each customer contact
Leverage reports to lead data driven conversations with customers and internal stakeholders
Be the voice of the customer in internal meetings and projects
Ability to manage without direct authority
Travel to client sites as needed and be able to be on our call/support roster during non-business hours
Qualifications
2+ years experience in healthcare industry including health system structure, regulatory and industry changes, and EMR
2+ years experience in project management ideally in the healthcare industry
Quick learner of new technologies, tools, and products
Working knowledge of electronic medical record systems
High emotional intelligence
Ability to empathize with each customers needs
Proactive and persuasive in nature
Outgoing with the ability to easily connect and communicate with different personalities and communication styles, and ability to display confidence while speaking with C-suite executives and fostering engagement with staff
Organized and able to prioritize multiple projects and customers
Clinical experience is a plus (If you are an RN or MA who is interested in the business side of healthcare, great)
Strong written skills as well as confident presentation and verbal communication style
Must be located in the United States.