Client Success Manager
About Our Client
Our client is a data platform organization and a leader in health data exchange. The vision is that every healthcare decision is powered by the right data, at the right time, in the right format.
The platform is powered by a large and diverse health data network, enabling data to be secure, accessible, and usable to inform better health decisions. The company is trusted by leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining the team, you’re stepping onto a high-performing, values-driven team. Together, the team is rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Team members bring a diversity of professional, educational, and life experiences to realize the bold vision for healthcare.
About The Role
The Customer Success Manager is part of the organization and is responsible for successful completion of all customer projects. The team coordinates efforts between internal resources and customers in support of custom risk adjustment projects and reports on project status to all stakeholders. Customer Success Managers are hybrid project management and consulting resources that have strong healthcare industry knowledge combined with communications and project management skills. They are key to successful customer retention and project success.
You will:
- Lead the relationship with the customer ensuring that they receive the best possible result delivery, service, and support.
- Manage coordination, tracking, and reporting of all things related to customer projects.
- Lead (coordinate, motivate, and facilitate) the efforts of associated project resources working closely with all internal teams including: data integrations, coding management, engineering, sales, and executive teams.
- Ensure smooth communication channels between internal stakeholders via regular reporting and info sharing (daily/weekly/quarterly reports, meetings, status updates, etc.).
- Own customer operations project management processes, tools, reference materials, and cross functional usage.
- Monitor project status and success throughout the entire project lifecycle.
- Identify, analyze, and resolve customer problems as they arise; coordinating escalation and resolution with sales and other internal stakeholders.
- Prepare final reports and presentations for customers; calculate project results summaries, coordinate results delivery with the Sales team.
- Identify, define, and execute process improvements in line with department needs and organizational goals.
- Partner with the engineering team to identify, prevent, and resolve software issues affecting customer projects.
What you will bring to the table
- 3+ years project management experience
- Familiarity with Healthcare data systems, data formats, and processes with the ability to converse at a technical level
- BS degree in business, technology, or related field
- Knowledge of the healthcare industry, payment models, risk adjustment, medical coding, physician workflow, and/or electronic health record systems
- Advanced Excel skills, including vlookup, and pivot tables; some knowledge of sql queries is helpful
- Excellent written and oral communication skills
Bonus points if:
- Strong bias for action and collaboration and well-developed sense of urgency
- Strong curiosity and ability to correlate data from many sources
- Professional and respectful demeanor in a relaxed work environment
- Detail oriented, self‐starter with proven track record of execution and results
- Team player with a desire to learn and take on new responsibilities in a fast-paced, innovative environment
- Advanced presentation skills; comfortable presenting to multiple audiences
- Ability to establish rapport with multiple client stakeholders
- Excellent meeting leadership skills, including meeting logistics, agendas, and meeting notes.
- Demonstrated ability to conceptualize, manage, and prioritize multiple projects
The total rewards strategy powers a high-growth, high-performance, health technology company that rewards employees for transforming healthcare through creating industry-defining data logistics products and services.
The estimated total cash compensation range for this role is:
$106,000—$135,000 USD
This job is not eligible for employment sponsorship.
About Our Client
Our client is a data platform organization and a leader in health data exchange. The vision is that every healthcare decision is powered by the right data, at the right time, in the right format.
The platform is powered by a large and diverse health data network, enabling data to be secure, accessible, and usable to inform better health decisions. The company is trusted by leading life sciences companies, government agencies, and those who deliver and pay for care.
By joining the team, you’re stepping onto a high-performing, values-driven team. Together, the team is rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Team members bring a diversity of professional, educational, and life experiences to realize the bold vision for healthcare.
About The Role
The Customer Success Manager is part of the organization and is responsible for successful completion of all customer projects. The team coordinates efforts between internal resources and customers in support of custom risk adjustment projects and reports on project status to all stakeholders. Customer Success Managers are hybrid project management and consulting resources that have strong healthcare industry knowledge combined with communications and project management skills. They are key to successful customer retention and project success.
You will:
- Lead the relationship with the customer ensuring that they receive the best possible result delivery, service, and support.
- Manage coordination, tracking, and reporting of all things related to customer projects.
- Lead (coordinate, motivate, and facilitate) the efforts of associated project resources working closely with all internal teams including: data integrations, coding management, engineering, sales, and executive teams.
- Ensure smooth communication channels between internal stakeholders via regular reporting and info sharing (daily/weekly/quarterly reports, meetings, status updates, etc.).
- Own customer operations project management processes, tools, reference materials, and cross functional usage.
- Monitor project status and success throughout the entire project lifecycle.
- Identify, analyze, and resolve customer problems as they arise; coordinating escalation and resolution with sales and other internal stakeholders.
- Prepare final reports and presentations for customers; calculate project results summaries, coordinate results delivery with the Sales team.
- Identify, define, and execute process improvements in line with department needs and organizational goals.
- Partner with the engineering team to identify, prevent, and resolve software issues affecting customer projects.
What you will bring to the table
- 3+ years project management experience
- Familiarity with Healthcare data systems, data formats, and processes with the ability to converse at a technical level
- BS degree in business, technology, or related field
- Knowledge of the healthcare industry, payment models, risk adjustment, medical coding, physician workflow, and/or electronic health record systems
- Advanced Excel skills, including vlookup, and pivot tables; some knowledge of sql queries is helpful
- Excellent written and oral communication skills
Bonus points if:
- Strong bias for action and collaboration and well-developed sense of urgency
- Strong curiosity and ability to correlate data from many sources
- Professional and respectful demeanor in a relaxed work environment
- Detail oriented, self‐starter with proven track record of execution and results
- Team player with a desire to learn and take on new responsibilities in a fast-paced, innovative environment
- Advanced presentation skills; comfortable presenting to multiple audiences
- Ability to establish rapport with multiple client stakeholders
- Excellent meeting leadership skills, including meeting logistics, agendas, and meeting notes.
- Demonstrated ability to conceptualize, manage, and prioritize multiple projects
The total rewards strategy powers a high-growth, high-performance, health technology company that rewards employees for transforming healthcare through creating industry-defining data logistics products and services.
The estimated total cash compensation range for this role is:
$106,000—$135,000 USD
This job is not eligible for employment sponsorship.