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Posted 11 months 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.