Success Manager, Account Success

HEALTHSTREAM INC•Nashville, TN

14d•Remote

About The Position

HealthStream Customer Success is dedicated to helping our clients derive maximum value from their HealthStream investment. Our mission is to provide unparalleled support at every step of the customer journey, ensuring the effective utilization of our solutions to help our customers achieve their strategic priorities. As a Success Manager, Account Success, you will play a pivotal role in driving customer satisfaction and fostering the widespread adoption of our products to support revenue goals. This will involve close collaboration and coordination with Account Management, Product Success Management, Customer Service, and other cross-functional teams.

Requirements

Experienced professional with a minimum of a bachelor’s degree in healthcare, business, or technical field
3-5 years in a customer service/customer success or related role
Proficiency in use of Microsoft Office Products
Excellent verbal and written communication skills
Excellent presentation skills
Understanding of data and its application to defining customer success
Technical acumen to support development of an in-depth understanding of assigned products/solutions
Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption
Mentor and support less experienced team members as they encounter new/challenging situations
Effectively present information to management, customer groups, and HealthStream internal stakeholders
Collaborate as part of a team to optimize solutions and a seamless delivery approach
Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
Utilize data to demonstrate customer performance to desired outcomes
Coordinate activities across 10-15 assigned customer accounts
Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

Nice To Haves

Experience in healthcare organization preferred
Experience with HealthStream Learning Center (HLC) from an administrator level is a plus
Experience in a SaaS business desirable
Experience with Salesforce and customer success platforms (Totango) is desirable

Responsibilities

Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
Presents Quarterly Business Reviews (QBR’s) in coordination with Account Management to review product utilization, success metrics, and align on future objectives and strategies for mutual success.
Develops and implements documented remediation plans for at-risk renewals, ensuring proactive measures are taken to address identified issues in order to facilitate successful renewals.
Monitors and tracks the execution of remediation plans, regularly assessing progress against established milestones and adjusting strategies as needed.
Evaluates the effectiveness of remediation strategies and lessons learned to inform future renewal risk mitigation efforts and improve overall customer satisfaction.
Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
Maintains documentation in the customer success platform for all customer engagement activities
Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers.
Collaborates with sales and Product Success Managers on renewal strategies.
Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers.
Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
Identifies and nurtures referenceable accounts.