Customer Success Manager

Resmed•Peachtree Corners, GA

About The Position

Brightree Resupply has the leading set of software solutions for ongoing patient resupply in the durable medical equipment industry. Our dynamic team coupled with our cutting-edge technology solutions allow us to deliver world class service offerings and make the Brightree Resupply a suite of solutions unique in the marketplace. Utilizing broad knowledge of Brightree Resupply products and services, the Resupply Success Manager uses independent judgement to assess resupply business processes and feature adoption to develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall success of resupply outcomes. The Resupply Success Manager proactively engages with the customer to identify challenges, recognize opportunities, and offer insights and solutions using company best practices. The Resupply Success Manager should be a dedicated individual with a desire to help our customers build a sustainable resupply business that will help deliver better patient care while optimizing revenue streams. Detail oriented to proactively identify and offer solutions to our customers to fully optimize and enhance their resupply business. Team member should be customer service focused, self-motivating, analytical thinker, technically inclined, goal driven and be able to provide efficient customer service and support.

Requirements

Minimum 2 years of experience in Healthcare Industry
Minimum of 2 years’ experience in Customer Success
Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company.
Bachelor’s degree: equivalent combination of Healthcare Industry education, training and experience will be considered.
Understanding of KPI’s and how they impact revenue objectives.
Ability to organize and prioritize multiple tasks, maintain records, and to work independently with few interruptions.
Strong project management skills including ability to manage customer expectations and drive project results.
Intermediate level proficiency with Microsoft Office package, including excel, access and PowerPoint.
Strong oral and written communication skills
Ability to work in a remote environment.
Self-directed and self-motivated in job-related tasks.
Hands on experience in an HME Resupply program
Knowledge of IVR hosted platform systems such as Voxeo, medSage, iAssist, Heathcall, HCS, CareTouch, Noble Systems, CBM Solutions
Familiarity with Software as a Service (SaaS) applications and performance criteria

Responsibilities

Be the first escalation point for high touch customer care, responding with urgency, clarity, competence, and swift fulfilment of all service requests.
Takes ownership of client relationship for Brightree Resupply, ensuring timely communication and follow up.
Through proactive issue resolution and appropriate escalation path processes, ensures achievement of quality and turnaround time service level agreements.
Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues.
Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution.
Through proactive monitoring of the customer's financial results and operational processes, creates and implements ongoing action plans to achieve objectives.
Proactively analyses key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations to the organization’s business owners and end-users in order to improve the overall organization’s resupply performance.
Provide monthly resupply reviews using risk management analysis for complex Resupply business concerns, reviewing analytics data, workflow processes, system structures, and organizational functions to recommend process improvement solutions to optimize usage of software and services.
Perform a high volume of manual data entry/data clean-up within our customer's databases, documenting and communicating findings and results effectively to the customer.
Design and execute comprehensive client-specific optimization project/training plans for client end-users while adjusting for existing workflow processes.
Develop and maintain loyal client relationships through exceptional high-level constant and consistent monthly, quarterly, and yearly based customer communications.
Maintain extensive knowledge of both Brightree Connect and SNAP Resupply products/services as well as Resupply industry and regulatory changes.
Identify expansion and cross sell opportunities that align with customers' short and long-term goals.
Partner with internal Brightree Resupply managers and technical support resolving contractual questions/adherence, and service/system issues.
Travel less than 25% annually