Customer Success Manager

CompuGroup Medical•Richardson | 1010 E. Arapaho R., Suite 300, NE

35d•Hybrid

About The Position

At CompuGroup Medical, we have the mission of building ground-breaking solutions for digital healthcare. Our vision is revolutionizing how healthcare professionals produce, access, and utilize information and thus enabling them to focus on the core value of their work: patient outcomes. This role is responsible for post-sale interaction with customers to maximize engagement/retention and assist customers in the use of eMDs products and/or services by increasing market share. The Customer Success Manager will serve as the key contact, trusted advisor, advocate and responsible party for a group of Revenue Cycle Management (RCM) customers across multiple specialties by establishing and maintaining strong relationships with multiple levels of the customer organization including providers and C-Suite leadership. They will ensure coordination of resources by identifying support services needed by customers from other areas of eMDs, including practice management, sales, information technology, accounting, administration, compliance, consulting services, and work with management in each of these areas to ensure delivery of services needed. Regular customer meetings will be conducted to establish mutual goals and review accounts receivable targets and performance, payor issues and trends, the customer's business strategies, and physician revenue projections/expectations. The role also involves performing and/or facilitating periodic billing audits for assigned customers, and managing, monitoring, and driving improvements in all KPIs and the revenue cycle for multiple RCM customers.

Requirements

Minimum of 8 years of strategic account executive and/or management experience, healthcare and/or payor experience required.
A proven record as a strategic account manager/consultant with demonstrated success in customer growth and retention.
Strong executive presence and demonstrated capabilities in establishing executive level relationships and conducting executive-level meetings and presentations.
Excellent communication and customer care skills – written and verbal. Diplomacy, tact, and poise under pressure.
Solid business development, leadership, administrative and organizational skills - accuracy, attention to detail, ability to multitask and prioritize.
Computer skills required using Microsoft Outlook, Word, PowerPoint and Excel.

Responsibilities

Responsible for post-sale interaction with customers to maximize engagement/retention and assist customers in the use of eMDs products and/or services by increasing market share.
Serve as the key contact, trusted advisor, advocate and responsible party for a group of Revenue Cycle Management (RCM) customers across multiple specialties by establishing and maintaining strong relationships with multiple levels of the customer organization including providers and C-Suite leadership.
Ensure coordination of resources by identifying support services needed by customers from other areas of eMDs, including practice management, sales, information technology, accounting, administration, compliance, consulting services. Works with management in each of these areas to ensure delivery of services needed.
Conduct regular customer meetings as defined by leadership to establish mutual goals and review accounts receivable targets and performance, payor issues and trends, the customer's business strategies, and physician revenue projections/expectations.
Perform and/or facilitate periodic billing audits for assigned customers.
Manage, monitor, and drive improvements in all KPI’s and the revenue cycle for multiple RCM customers.