Customer Success Manager

Quva • Minneapolis, MN

27d • $85,993 - $118,240 • Hybrid

About The Position

Our Customer Success Manager plays a vital role in ensuring the highest quality and safety standards of our pharmaceutical products. Once you complete our training, your responsibilities will include onboarding, training and managing multiple health system customers, ensuring their successful adoption and use of our SaaS solutions and securing contract renewals. BrightStream, a Quva company, is trusted by a community of high-performing healthcare providers and partners to generate clinical insights from clinical data. Join this mission to provide (SaaS) clinical insights, data services, and life science products to provide meaningful data and a long-lasting impact on healthcare across the US. This is a hybrid position located in the Minneapolis / Twin Cities office. What Customer Success Manager Does Each Day: Acts as our customers’ main point of contact; take responsibility for onboarding, training and relationship management Consults and collaborates with customers, at all organization levels from C-level to end users, to ensure they are fully recognizing value from our products and services Gathers information about customers’ unmet needs and communicates this information within the CS team and other departments Provides effective training and consultative working sessions; both remote and on-site Is available to customers as the Subject Matter Expert on all products Works collaboratively within the Customer Success team and with other departments to resolve any customer problems and enhance the customer experience Tracks and documents how customers are using products to impact key hospital metrics (revenue/reimbursement, cost control, core clinical measures, quality outcomes, etc.) Secures the renewal of customers’ SaaS subscriptions and the expansion to additional products and services Collaborates and innovates within the Customer Success team to improve our processes Participates in support coverage rotation Our Most Successful Customer Success Manager: Has a sense of urgency, accountability, and resourcefulness (e.g., work in changing environment) Is a self-starter and independent learner Promotes active listening with team members; Contributes appropriately to conversations; Has strong verbal and written communication skills with the ability to work effectively with other departments within the organization and with people at all levels of the organization Understands how various issues affect each other and the outcome of projects; Improves upon existing approaches by seeking opportunities to creatively transform

Requirements

• Bachelor’s Degree
• 1+ year experience in Customer success, account management or software training
• 1+ year experience in Hospital setting specifically in pharmacy, informatics or nursing OR experience with Epic implementations
• Excellent communication skills across all levels; from executives to end users
• Excellent organizational skills and ability to strategically manage multiple customers concurrently
• Strong training and presentation skills
• Strong analytical, problem solving and troubleshooting skills
• Travel up to but not limited to 10%
• Must be currently authorized to work in the United States on a full-time basis; Quva is not able to sponsor applicants for work visas

Nice To Haves

• Has a sense of urgency, accountability, and resourcefulness (e.g., work in changing environment)
• Is a self-starter and independent learner
• Promotes active listening with team members; Contributes appropriately to conversations
• Has strong verbal and written communication skills with the ability to work effectively with other departments within the organization and with people at all levels of the organization
• Understands how various issues affect each other and the outcome of projects
• Improves upon existing approaches by seeking opportunities to creatively transform

Responsibilities

• Acts as our customers’ main point of contact; take responsibility for onboarding, training and relationship management
• Consults and collaborates with customers, at all organization levels from C-level to end users, to ensure they are fully recognizing value from our products and services
• Gathers information about customers’ unmet needs and communicates this information within the CS team and other departments
• Provides effective training and consultative working sessions; both remote and on-site
• Is available to customers as the Subject Matter Expert on all products
• Works collaboratively within the Customer Success team and with other departments to resolve any customer problems and enhance the customer experience
• Tracks and documents how customers are using products to impact key hospital metrics (revenue/reimbursement, cost control, core clinical measures, quality outcomes, etc.)
• Secures the renewal of customers’ SaaS subscriptions and the expansion to additional products and services
• Collaborates and innovates within the Customer Success team to improve our processes
• Participates in support coverage rotation

Benefits

• Comprehensive health and wellness benefits including medical, dental and vision
• 401k retirement program with company match
• 17 paid days off plus 8 paid holidays per year
• National, industry-leading high growth company with future career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees