Partner Success Manager

FinThrive

About The Position

The Partner Success Manager (PSM) is responsible for managing assigned partners and supporting all aspects of partners’ engagement with FinThrive. This role is accountable for partner revenue retention and growth. The PSM will collaborate with other colleagues from Partner Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their partners.

Requirements

5+ years of healthcare industry knowledge, specifically revenue cycle management
5+ years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in healthcare SaaS based technology companies or in the RCM function of a hospital
Executive presence and presentation skills
A rich history of growing customer happiness, adoption, and retention
Confirmed ability to drive continuous product value
Experience developing product use cases with customers
Proactive self-starter. Autonomy and ownership of territory. Hustle
Collaborative team player. Quick learner
Ability to play a key role in client satisfaction and performance
Work autonomously, independently and as part of a team for collaboration
Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
Experience interfacing with both internal team members and external clients, as part of a solutions-based team
Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
Travel: Up to 20%

Nice To Haves

Knowledge of FinThrive products and services or competitors
Experience using Salesforce
Experience working with Channel Partners

Responsibilities

Meet and exceed quarterly and annual client revenue targets
Comply with renewal process and meet or exceed annual renewal targets
Identify growth opportunities within assigned client base
Foster high response rate and positive KLAS and Net Promoter survey scores
Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting client expectations, both through consistent onsite meetings and remote client management
Negotiate and manage complex escalated states of communication
Capture and track client value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
Create Account Plans in collaboration with Sales Executives
Internally document At-Risk Mitigation Plans
Accept responsibility/accountability for responding to all assigned client issues and tasks. Takes full responsibility for the account in client satisfaction, communication, and when needed, escalation
Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
Identify opportunities for operational and process improvements related to utilization and integration
Manage all renewals and accurate listing of contract expiration dates and notification requirements
Protect existing revenue and conduct monthly analysis of revenue variances
Serve as internal escalation point for issues regarding a client’s contract or invoices
Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks