Success Manager

HEALTHSTREAM INC•Nashville, TN

2d•$70,352 - $85,000•Remote

About The Position

The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals. HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry. We’re proud of our values-forward culture that offers our people: Mission-oriented work, Diverse and inclusive culture, Competitive Compensation & Bonuses, Comprehensive Insurance Plans, Mental and Physical Health Support, Work-from-home flexibility, Fitness Center Reimbursements, Streaming Good time off for volunteering, Wellness workshops, Buddy Program for new HealthStreamers, Collaborative work environment, Career growth opportunities, Continuous learning opportunities, Inspiring workspaces to collaborate and connect with other HealthStreamers, Free employee parking at our Resource Centers in Nashville and San Diego. At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration. We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

Requirements

Minimum of a Bachelors degree in healthcare, business, or technical field.
Minimum 3 years in a customer service/sales or related role.
Proficiency in use of Microsoft Office Products.
Excellent verbal and written communication 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.
Seek guidance from more experienced team members when encountering 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 a number of 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.

Nice To Haves

Experience in healthcare organization preferred.
Experience with HealthStream products from an administrator level is a plus.
Experience in a SaaS business desirable.
Experience with Salesforce is desirable.

Responsibilities

Adhering to all HealthStream security policies, procedures, and assigned training.
Developing and maintaining 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.
Soliciting regular customer feedback and communicating responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
Utilizing data to analyze product utilization and adoption.
Proactively intervening where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth.
Maintaining Salesforce case documentation of customer engagement activities to ensure service continuity.
Collaborating with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers.
Collaborating with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success.
Collaborating with implementations teams to develop onboarding plans for assigned products.
Collaborating with sales and other Success Managers on account renewal strategy.
Providing advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer.
Collaborating with product, development, and content teams to develop customer facing materials for assigned products.
Utilizing 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.
Collaborating with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service.
Leading strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers.
Identifying and nurturing referenceable accounts and assisting to capture the customers success story and ROI.
Collaborating with onboarding teams to develop onboarding plans for assigned products.