Customer Success Manager

Healthix•New York, NY

17h

About The Position

We are seeking a proactive and relationship-driven Customer Success Manager (CSM) with proven experience in the healthcare industry. This is a dual capacity role, driving engagement, satisfaction, product adoption and customer retention while supporting new customer acquisition efforts. The primary focus will be on enhancing engagement with community and health industry partners, both existing and prospective, across various initiatives and services. On site support extends to Customer, Community, City and State initiatives serving as a trusted advisor, deeply understanding the unique needs of healthcare organizations, research, and public health collaborations. The key priority is creating opportunities to generate revenue and deliver greater value through helping them align our solutions with their business goals.

Requirements

Bachelor’s Degree in Healthcare Administration, Business or related field.
Minimum of four (4+) years experience in a customer success, account management, relationship management or business development role, preferably in a healthcare or health IT environment.
Experience supporting large health systems, payers or provider networks.
Five to ten in-person customer visits required per quarter with a minimum of 20 visits per calendar year (customer visits meet criteria)
Ability to travel to local/nationwide conferences as required.
Excellent verbal and written communication skills to effectively convey information to customers.
Comfortable presenting to senior leadership, including C-suite executives.
Strong understanding of healthcare organizations, operations, terminology and technical concepts.
Skilled in managing multiple customer accounts and competing priorities in a dynamic environment.
Strong analytical and problem-solving abilities to address challenges and provide effective solutions.
Experience working with EHRs, clinical portals or health data systems.
Self-motivated with the ability to work independently in a hybrid work environment.
Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook) and Salesforce.

Responsibilities

Provide essential support to the Corporate Strategic initiatives including those related to Participant based projects.
Proactively engage potential partners and customers, effectively communicating the value proposition of Healthix’s offerings and services.
Build and cultivate strong, trusted relationships with customers, serving as their primary contact.
Understand customer workflows, business initiatives and challenges and develop strategies to guide product adoption.
Lead seamless onboarding processes for new customers and identify upsell opportunities among existing customers.
Generate sales materials, including presentations, proposals, and collateral, to support the sales process and effectively communicate key messages.
Develop and nurture strong relationships with key stakeholders, including C-suite executives, Clinicians, and IT professionals
Develop and maintain a healthy sales pipeline with qualified leads and opportunities at various stages of the sales cycle.
Partner with product and project management teams to ensure alignment on customer success strategies and objectives.
Monitor customer satisfaction, product usage and engagement metrics, while proactively identifying and mitigating risks.
Develop a thorough understanding of the value of Healthix products and customer utilization to deliver and drive outcomes.
Conduct regular business reviews and feedback sessions to strengthen relationships and inform product development/enhancements.
Maintain detailed documentation in CRM systems (i.e. Salesforce) and create reports and dashboards to track performance.
Must participate in person customer engagement events such as Health Fairs and conferences.