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, ensures customer satisfaction and that service-level agreements are met, and helps manage implementations to ensure timelines are achieved. The CSM serves as a direct contact for clients, answering day-to-day questions, supporting product implementation activities, and managing the client’s product after it enters production. The position reports to the ITS Manager of Community Connect.

Requirements

Master’s degree; or a bachelor’s degree in a related field and 2 years of relevant customer service experience; or an associate degree in a related field and 4 years of relevant customer service experience; or 6 years of relevant customer service experience.
Strong interaction and customer service skills.
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 presales efforts on new Connect opportunities as assigned.
Assess and disposition client requests, coordinate resolution, and communicate about client issues.
Plan, develop, and manage coordinated client implementation plans.
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 act as the escalation point for client concerns.
Answer clients’ day-to-day questions, support product implementation, and manage their product in production.