Customer Success Advisor

HEALTHSTREAM INC•Nashville, TN

10d•$61,712 - $65,000•Remote

About The Position

The Customer Success Advisor is responsible for partnering with customers to define the vision, strategy, goals and assess strengths and vulnerabilities of existing operational processes and practices. The ideal candidate will lead strategic definition and design of scheduling and capacity management solutions. The CSA engages with assigned customers to track strategic goals, drive outcomes, and facilitate initiation of strategies and processes that support optimal use of the Scheduling and Capacity Management solutions. Overall, they will build and maintain customer satisfaction, drive incremental sales, expand customer reference status, and define short and long-term vision. The Customer Success Advisor will be a trusted advisor to our prospects and clients and use industry expertise along with consulting skills to solve their most critical business challenges. You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

Requirements

Minimum of 2 years proven track record of successfully leading results-oriented healthcare initiatives, customer management, change management, or healthcare consulting experience is required.
Minimum undergraduate clinical and or business degree.
Strong consulting, process improvement, communication, collaboration, and interpersonal skills
Strong working knowledge of hospital/nursing operations
Strong analytical skills and attention to detail
High level of motivation and a desire to work independently to achieve goals
Relates well to prospects and/or customer
Proficiency in the current regulatory environment as it relates to quality and reporting.
Familiar with the governing bodies who oversee clinical healthcare operations on a national and international basis
Excellent verbal and written communication skills
Ability to work with various stakeholder groups across an organization
Skilled at assisting clients translate data into actionable information
Ability to create and deliver client facing presentations, education, and training materials
Executive presence and business acumen
MS Office proficiency including advanced level Excel
Strengthens relationships and builds advocacy while delivering measurable results.
You’re a problem solver who always can find the right answer even in times of fast-paced change.
You’re always learning, growing, questioning, and challenging "what’s been done before."
Meets commitments, works independently, handles change, sets personal standards, stays focused under pressure, tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development, holds themselves as well as other team members accountable for performance and results.
Demonstrated ability to think broadly and see both the big picture and small-scale impacts of change
Able to work independently and within team environment

Nice To Haves

5+ years clinical experience in a healthcare setting is preferred
Multi-customer management experience strongly preferred
This position will require minimal travel

Responsibilities

Use data to provide actionable insights resulting in customer success stories of value outcomes serving as inputs into customer advocacy and reference programs
Perform product and process assessments and conduct optimizations for customers/prospects
Lead efforts in generating customer references, referrals, and white papers from our customers
Communication in monthly/quarterly business reviews with customers to report on key business metrics and ROI
Communicates new release details and articulates value to customer
Acquires an executive-level understanding of the customer’s business, regional challenges, risks, etc.
Promote system optimization through on-going customer evaluation of goal achievement, strategy revisions, software configuration, upgrades, and training
Focus on maximizing customer satisfaction and outcomes to minimize churn
Lead strategic design process necessary to implement the Scheduling and Capacity Management solution
Develop strategic planning management tools and resources as needed
Support in orientation of new team members
Partner with the Sales Team in identifying referenceable customers
Serve as resource to other areas of the company to ensure integration and knowledge of all solutions across business units in support of corporate development and ongoing growth
Provide strategic clinical and executive level leadership by facilitating or advising clients on strategy development, alignment, and execution to improve operational outcomes
Serve as a liaison between the company, the client and their leadership teams and medical staffs, assist client champions in the development and execution of new organizational behaviors
Provide consultation, education, coaching and assistance to hospitals and healthcare systems with schedule and workforce management
Design programs and processes that facilitate sustainable change in behavior and the alignment with hospital and/or health system goals
Understand and navigate enterprise healthcare operations to align different constituencies across the continuum of care
Support the planning and execution of clinical and quality improvement initiatives with a specific focus on engagement and adoption
Develop workforce management and adoption strategies
Support change management, process redesign and improvement across the enterprise focused on standardization of protocols and process
Facilitate compliance, standardization, and best practice guidelines
Coach and Support data driven decision making and behavioral change