Overview:
The Client Operations Team at HealthEdge proactively helps our customers understand and optimize the value customers receive from HealthEdge products and services. The Customer Success Manager (CSM) is a key member of that function and a part of our Client Operations team. In this role, you will develop a deep understanding of customer business models and become a subject matter expert in the day to day administration of your customers’ HealthEdge solutions.
What you bring:
- Must have 5+ years of relevant work experience in Customer Support or Customer Success Management within the Healthcare Industry
- Experience with Salesforce, ServiceNow, and Tableau experience (or similar)
- Experience with Change Management Principles and Methodologies
- Understanding of core IT infrastructure components and service concepts
- Experience collaborating with cross-functional teams through high-priority and time-sensitive issues
- Demonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed and relevant communications (verbal and written)
- Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies
- Ability to convey difficult messages with confidence, tact and diplomacy
- Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
- Excellent meeting management and facilitation skills
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You are someone who demonstrates:
- The ability to use data to enable insightful communications and inform business decisions
- A natural strength at building relationships and an ability to actively listen
- A fundamental mindset to be flexible and resilient systems thinker – ready, willing and able to roll up your sleeves to help solve unique business problems in ambiguous and shifting conditions
- A team player attitude and a commitment to “win, win” negotiations and blameless improvement collaborations
What you will do:
- Intake customer service requests (live and via ticketing system), product inquiries and system errors; resolve when possible or escalate to the appropriate delivery teams for next-level activities
- Leverage customer data to provide clear, informative and relevant information to drive improvements and solve complex problems
- Track customer key performance indicators (KPIs); create and maintain Success Scorecards
- Coach customers on HealthEdge best practices and advocate for customer needs within HealthEdge
- Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience
- Develop strong, collaborative, relationships internally and externally
- Performing all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII
- Identify value add business development opportunities; provide leads to Account Executives
- Responsible for Product/SaaS issue management and escalations
- Mitigates service risks and implements corrective action plans
- Advocates for the customer during corrective action planning
HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.
Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the U.S.
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
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- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- May require travel dependent on company needs.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
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