Customer Success Director- Southeast Region (AL, DC, FL, GA, MD, NC, SC, TN, VA, WV)

FinThrive

12d

About The Position

About the Role Impact you will make The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers. What you will do Adopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include: Gainsight Salesforce FinThrive Analytics Capture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI) Responsible for creating an account plan and Customer growth strategy in collaboration with Sales Executives Internally document at risk mitigation plans Provide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) status Own that the CSM is a key role in Customer satisfaction and performance Accept responsibility/accountability for responding to all assigned Customer issues and tasks Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalation Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback Identify opportunities for operational and process improvements related to the utilization and integration Manage all renewals and accurate listing of contract expiration dates and notification requirements Protect existing revenue and monthly analysis of revenue variances Serve as internal escalation point for issues regarding a customer’s contract or invoices Conduct annual reviews quarterly pulse checks with customers Possess a full and complete understanding of the internal control requirements within their area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followed Meet and exceed quarterly and annual Customer revenue targets Comply with renewal process and meeting or exceeding annual renewal targets Identify growth opportunities within assigned Customer base Secure and increase references Foster high response rate and positive KLAS and Net Promoter survey scores Ensure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travel Manage escalations from assigned customers What you will bring Bachelor’s Degree 3+ years’ work experience in Customer Success Management or in RCM function of a hospital Executive presence and presentation skills Work autonomously, independently and as part of a team for collaboration Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages Experience interfacing with both internal team members and external Customers, as part of a solutions-based team Computer knowledge including MS Office (Outlook, Word, Excel, Power Point) Proactive self-starter. Autonomy and ownership of territory. Hustle Collaborative team player. Quick learner Travel: Up to 40-60%

Requirements

Bachelor’s Degree
3+ years’ work experience in Customer Success Management or in RCM function of a hospital
Executive presence and presentation skills
Work autonomously, independently and as part of a team for collaboration
Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
Experience interfacing with both internal team members and external Customers, as part of a solutions-based team
Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
Proactive self-starter. Autonomy and ownership of territory. Hustle
Collaborative team player. Quick learner
Travel: Up to 40-60%

Nice To Haves

Experience in healthcare RCM
Knowledge of FinThrive products and services or competitors
Knowledge of the healthcare industry, specifically revenue cycle management
Experience using Gainsight
Involvement with HFMA

Responsibilities

Adopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include Gainsight, Salesforce, and FinThrive Analytics
Capture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
Responsible for creating an account plan and Customer growth strategy in collaboration with Sales Executives
Internally document at risk mitigation plans
Provide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) status
Own that the CSM is a key role in Customer satisfaction and performance
Accept responsibility/accountability for responding to all assigned Customer issues and tasks
Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalation
Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
Identify opportunities for operational and process improvements related to the utilization and integration
Manage all renewals and accurate listing of contract expiration dates and notification requirements
Protect existing revenue and monthly analysis of revenue variances
Serve as internal escalation point for issues regarding a customer’s contract or invoices
Conduct annual reviews quarterly pulse checks with customers
Possess a full and complete understanding of the internal control requirements within their area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followed
Meet and exceed quarterly and annual Customer revenue targets
Comply with renewal process and meeting or exceeding annual renewal targets
Identify growth opportunities within assigned Customer base
Secure and increase references
Foster high response rate and positive KLAS and Net Promoter survey scores
Ensure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travel
Manage escalations from assigned customers