Customer Success Manager

Overview

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 Opreations 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.

HealthEdge is an agile and innovative 21st-century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.

The Product:

With Source , we're changing the industry narrative, providing a more holistic approach to payment integrity that focuses on comprehensive reimbursement, agile editing, and integrated analytics. Our interoperable, cloud-based solution is modular to meet a health plan's needs today and extensible to grow with their organization over time-bringing disparate parts of a payer's organization together for improved accuracy and insights. The Source platform offers the ability for clients to unlock transformation at the reimbursement, payment integrity, and enterprise level. Our Reimbursement Transformation features Medicare and Medicaid content coupled with flexible contract configuration capabilities for Commercial lines of business. Payment Integrity Transformation includes rich editing libraries with history-based capabilities, easy development of customized edits, and improved transparency to reduce vendor dependency and increase control. As a complete solution, clients can achieve Enterprise Transformation, where root-cause issues are identified and addressed upstream, and all aspects of claims operations are centralized for comprehensive business intelligence. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.

What you will do :

• Intake customer service requests, 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
• Provide peer support and/or mentoring to Client Success Team members
• Participate in Client Success Team collaboration sessions; create case studies, artifacts or tools to support continuous learning and knowledge sharing
• 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, escalations and CCB
• Mitigates service risks and implements corrective action plans
• Advocates for the customer during corrective action planning

What you bring :

• 8 + years of relevant work experience

• Bachelor's Degree or equivalent experience demonstrating project management and customer service skills in a technical environment
• Experience with 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
• Healthcare industry experience a plus
• Salesforce, ServiceNow, and JIRA experience a plus

Brass Tacks:

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

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 US
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:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• 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.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required . HealthEdge reserves the right to modify , add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990 . Candidates may be required to go through a pre-employment criminal background check.

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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