Customer Success Manager

HealthEdge

20d•$100,000 - $125,000•Remote

About The Position

Overview Position Overview: The Client Operations Team at HealthEdge proactively helps our customers understand and optimize the value customers receive from HealthEdge products and services. The Customer Success Manager (CSM) is a key member of that function and a part of our Client Opreations team. In this role, you will develop a deep understanding of customer business models and become a subject matter expert in the day to day administration of your customers’ HealthEdge solutions. HealthEdge is an agile and innovative 21st-century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy. The Product: With HealthRules Payer, our integrated solutions suite includes the industry's leading, digital, next-generation claims administration processing system, business intelligence, integration capabilities, a unique to industry configuration and promotion application, and home and host processing support available on both public and private clouds. The fact is, a Core Administrative Processing System (CAPS) needs to do much, more more than just core administrative processing. That’s why HealthRules Payer has been ranked number one its class among CAP Solutions. Besides delivering 90%-97% first-pass auto-adjudication rates and 99%+ accuracy, it enables our customers to react swiftly to the latest regulatory shifts and competitive pressures. It opens the door to new value-based reimbursement models, benefits plans and provider contracts. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience. Your Impact: Primary Customer Contact: Act as the single point of contact for day-to-day account oversight and relationship management, ensuring a seamless customer experience. Production Activity Management: Oversee all production activities for HealthEdge’s customers through strong relationship-building, in-depth product knowledge, meticulous planning, and flawless execution. Inquiry Handling: Efficiently receive, respond to, and route product and service-related inquiries to the appropriate team members, ensuring timely and accurate resolutions. Problem Solving: Understand, analyze, and creatively solve challenging customer requests while setting and managing appropriate expectations. Cross-Functional Collaboration: Work closely with Product, Engineering, and Technical Support & Services teams to identify and track product improvement requests, troubleshoot issues, and resolve bugs. Escalation Management: Serve as the escalation point for all communications and issues, ensuring swift and effective resolution. Operational Metrics & Reporting: Oversee account operational metrics, reporting, and account delivery status. Communicate effectively with all stakeholders by gathering necessary information from respective team managers/leads. Prepare and conduct regularly scheduled communications with customer influencers and decision-makers. Identify potential risks to customer success and develop comprehensive risk mitigation plans. Maintain and update data in the system of record, including reporting, managing system configurations, and upgrading customer information. Customer Advocacy: Collaborate with Customer Success Executives and other leaders to perform customer business and operational reviews, driving increased customer satisfaction. Strategic Execution: Execute activities based on the strategic direction provided by Customer Success Executives. Voice of the Customer: Advocate for the customer within HealthEdge by interacting with key influencers and decision-makers, fostering positive and productive working relationships across departments. Risk Mitigation: Mitigate service risks and implement corrective action plans, advocating for the customer during planning sessions. Implementation Support: Partner with implementation project managers to ensure a smooth transition to production support during the stabilization phase, ensuring successful go-live and ongoing support. Travel: Occasionally travel to customer events or team meetings as needed.

Requirements

BA/BS or equivalent
5+ years, ideally in a consultative, strategic, and analytical customer-facing role
Creative, high energy, self-starter comfortable running initiatives and programs independently within a “start-up paced” environment
Experience with core IT infrastructure components and service concepts
Clear questioning and active listening skills
Focused on your customers and delivering the best experience for them
Proactive mindset and intellectual curiosity to understand our customers
Drive complex issues through analysis and resolution
Thrive in working collaboratively and cross-functionally
Strong presentation skills
Excellent written and verbal communication skills

Nice To Haves

Healthcare industry experience a plus
Salesforce, ServiceNow, Tableau, and JIRA experience a plus

Responsibilities

Act as the single point of contact for day-to-day account oversight and relationship management, ensuring a seamless customer experience.
Oversee all production activities for HealthEdge’s customers through strong relationship-building, in-depth product knowledge, meticulous planning, and flawless execution.
Efficiently receive, respond to, and route product and service-related inquiries to the appropriate team members, ensuring timely and accurate resolutions.
Understand, analyze, and creatively solve challenging customer requests while setting and managing appropriate expectations.
Work closely with Product, Engineering, and Technical Support & Services teams to identify and track product improvement requests, troubleshoot issues, and resolve bugs.
Serve as the escalation point for all communications and issues, ensuring swift and effective resolution.
Oversee account operational metrics, reporting, and account delivery status.
Communicate effectively with all stakeholders by gathering necessary information from respective team managers/leads.
Prepare and conduct regularly scheduled communications with customer influencers and decision-makers.
Identify potential risks to customer success and develop comprehensive risk mitigation plans.
Maintain and update data in the system of record, including reporting, managing system configurations, and upgrading customer information.
Collaborate with Customer Success Executives and other leaders to perform customer business and operational reviews, driving increased customer satisfaction.
Execute activities based on the strategic direction provided by Customer Success Executives.
Advocate for the customer within HealthEdge by interacting with key influencers and decision-makers, fostering positive and productive working relationships across departments.
Mitigate service risks and implement corrective action plans, advocating for the customer during planning sessions.
Partner with implementation project managers to ensure a smooth transition to production support during the stabilization phase, ensuring successful go-live and ongoing support.
Occasionally travel to customer events or team meetings as needed.