Senior Customer Success Specialist

Brightree Pte Ltd • Peachtree Corners, GA

412d

About The Position

The Senior Customer Success Specialist at Brightree is responsible for enhancing customer satisfaction and driving the success of resupply outcomes through proactive engagement and expert guidance. This role involves assessing customer business processes, recommending improvements, and ensuring effective communication and issue resolution. The specialist will work closely with clients to optimize their resupply business, ultimately contributing to better patient care and increased revenue streams.

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 or equivalent combination of Healthcare Industry education, training and experience.
• Understanding of KPI's and how they impact revenue objectives.
• Ability to organize and prioritize multiple tasks, maintain records, and 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.
• Ensures achievement of quality and turnaround time service level agreements through proactive issue resolution and appropriate escalation path processes.
• 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.
• Creates and implements ongoing action plans to achieve objectives through proactive monitoring of the customer's financial results and operational processes.
• Proactively analyses key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations to improve overall resupply performance.
• Provides 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.
• Performs a high volume of manual data entry/data clean-up within customer databases, documenting and communicating findings and results effectively to the customer.
• Designs and executes comprehensive client-specific optimization project/training plans for client end-users while adjusting for existing workflow processes.
• Develops and maintains loyal client relationships through exceptional high-level constant and consistent monthly, quarterly, and yearly based customer communications.
• Maintains extensive knowledge of both Brightree Connect and SNAP Resupply products/services as well as Resupply industry and regulatory changes.
• Identifies expansion and cross sell opportunities that align with customers' short and long-term goals.
• Partners with internal Brightree Resupply managers and technical support resolving contractual questions/adherence, and service/system issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree