Customer Success Manager - EPIC Community Connect

INTEGRIS Health•Oklahoma City, OK

About The Position

The Epic Connect Customer Success Manager (CSM) oversees customer relationships and communications, ensuring overall customer satisfaction and that service-level agreements are met. The position helps manage implementations and keep them on schedule, and serves as a direct contact for clients. Responsibilities include answering day-to-day questions, supporting product implementation activities, and managing clients’ products after they enter production. The CSM reports to the ITS Manager of Community Connect.

Requirements

A master’s degree, or a bachelor’s degree in a related field with 2 years of relevant customer service experience, or an associate degree in a related field with 4 years of relevant customer service experience, or 6 years of relevant customer service experience.
Strong interpersonal and customer service skills, including the ability to resolve conflicts.
Complete Epic Connect Success Manager training within 6 months of hire.

Nice To Haves

Degree in business, management, healthcare administration, or a related field.
Epic experience.

Responsibilities

Follow Epic’s Connect Customer Success Manager Checklist to support Epic Connect Sites for which INTEGRIS Health is the Host Site.
Support pre-sales efforts on new Connect opportunities as assigned.
Assess and disposition client requests, coordinate resolution, and communicate client issues.
Plan, develop, and manage coordinated implementation plans for clients.
Meet regularly with customers to set expectations, address goals, determine target dates and timelines, manage customer tasks, and provide project updates during onboarding and implementation.
Manage post-sales customer activity through relationship-building, product knowledge, planning, and execution.
Oversee customer relationships, ensure service needs are met, and serve as the escalation point for client concerns.