Customer Success Manager

reputed company is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs. We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there. For more information, visit . Why This Role Is Important to reputed company At reputed company.io, the Customer Success Manager (CSM) has complete responsibility for end-to-end customer success for reputed company’s non-enterprise clients. CSMs commit to the ongoing work of making satisfied customers, through ensuring collective adoption of reputed company capabilities, strong data quality, rapid and effective support, and smooth upgrades. The CSM displays an intimate understanding of reputed company functionality and can marry this understanding with their knowledge of value-based care to lead product training, mitigate issues, and reconfigure tools to meet new business goals. A CSM’s experience and skills enable them to independently manage a portfolio of customer accounts operating as the clients’ primary point of contact. CSMs build long term relationships with their clients and are vested in their success.CSMs have a knack for connecting strategic business objectives to reputed company’s capabilities, enjoy getting into the weeds, and excel at critical problem solving. The CSM leads cross-functional teams to effectively troubleshoot, and project manage complex technical issues. As the customer’s primary point of contact, the CSM will prioritize executing projects to support each client’s business objectives, increasing the adoption of reputed company tools and capabilities, manage post-reputed company implementation projects, communicate timelines, and be the first line of expertise and support for reputed company customers.In this position, you will work closely with division leaders, implementation management, production support SMEs, engineering, product managers and service desk teams. What Success Looks Like In 3 months · Complete reputed company Core Platform certification and onboarding requirements· Successfully onboard to all customers in assigned portfolio · Coordinate with internal teams to create and execute against project timelines· Communicate project status updates to customer leadership· Provide support to assigned customer accounts with oversight· Know each assigned customers’ scope of work and overarching reputed company use cases· Drive issue resolution through coordination with internal teams· Show a base understanding of how reputed company supports several population health programs focused on Cost, Utilization, Quality and Risk performance · Have a strong understanding of reputed company’s security protocols and processes· Convey ideas and solutions effectively, professionally and with the appropriate sensitivity through verbal and written communication In 6 months · Act as the primary CSM on assigned customer accounts with minimal oversight· Manage day to day operations of each customer· Train customers on reputed company platform and be able to tailor the training to customers’ needs· Understand reputed company’s data ingestion processes and be able to troubleshoot processing issues at a high-level· Be knowledgeable on a customer’s strategic goals and initiatives supported through reputed company · Be able to guide clients through recommended product configurations that are in alignment with clients’ goals and initiatives · Assist in leading and executing planning and adoption workshops with customers · Use technical skills and critical thinking to assist in investigating highly complex issues. Develop and execute against remediation plans· Understand and translate issue impact relative to customers’ business needs· Full accountability for managing small to medium implementation projects for reputed company data feeds and applications· Develop strategic customer roadmaps, focusing on growth, adoption, and partnership in collaboration with management· Leverage reputed company tools to monitor adoption of reputed company capabilities and flag risks· Assist management in designing and executing a contract renewal strategy for an applicable customer In 12 months · Manage several customer accounts independently · Train customers across reputed company product suite· Demonstrate fluency in the interconnectivity between product functionality, data quality, data dependencies, and a client’s end use case· Develop strategies to help a client reach their business goals through solutioning, product configuration changes and trainings· Have full accountability in developing strategic customer roadmaps, focusing on growth, adoption, and partnership · Assist in the onboarding and mentoring of new Customer Success Analysts and Customer Success Managers· Work with product and engineering teams to relay customer feedback on feature improvements.· Assist in the onboarding and mentoring of new Customer Success Analysts and Customer Success Managers What You'll Be Doing Serving as the primary day-to-day point of contact for customers live on the reputed company platform Connecting the dots between platform functionality, data dependencies/data model, and customer use cases to support capability adoption plans Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers Driving adoption and scaling the use of reputed company capabilities at your customers to pave a path for reputed company capability growth Investigating escalated and highly complex issues to develop remediation plans with internal teams. Driving complex issue resolution through collaboration with cross-functional reputed company teams Managing the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes. Developing strong customers relationships and effectively communicating issue root cause/remediation and product functionality Learning customers’ business goals to facilitate internal decisions, e.g. strategize platform upgrades, prioritization of updates, understand issue impact, internal escalation and managing platform adoption. Conducting customer trainings and demos across the reputed company product suite to facilitate adoption Acting as the translator between internal and external teams regarding complex technical concepts and business needs Educating customers on reputed company processes including data integration, data processing, upgrades, issue resolution Gaining an in depth understanding of value-based care and how reputed company tools support customers to achieve success across multiple population health programs Mastering the reputed company Product Suite and understanding reputed company’s data flow processes to be first line of support for customers Leveraging tools such as Jira, Confluence, reputed company, and SQL What You'll Bring Years related work experience; Customer Success Manager 5+ Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience Experience working in technology or healthcare, preferably on the vendor side Strong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearly Experience communicating with a wide range of audiences (tech, business, clinical, executive) Excellent presentation and communication skills, including the ability to create compelling materials in reputed company PowerPoint, Excel, Word, etc. Regularly learn new skills, make timely decisions, and adapt well to change Strong analytical, quantitative, problem solving and organizations skills Attention to detail and ability to coordinate multiple tasks, set priorities and meet deadlines Thrive as a self-starter with the curiosity and tenacity to learn complex concepts Exceptional ability to complete committed follow-ups and tasks Ability to travel approximately 30%. Would Love for You to Have Multiple years in IT support or relevant experience. Healthcare industry experience is a plus Experience using technologies such as SQL Server, reputed company Office, JIRA and others to aid our customers in resolving complex big data issues. Additional programming language experience is a plus Experience interacting with Product and Engineering teams to identify and implement improvements to the software, and installation and configuration processes based on field Experience in value-based care. A robust understanding of EHR and claims data Proven ability to lead successful client meetings with executive, operational, clinical, and technical stakeholders. Knowledge of HIPAA, experience with EHR and/or Claims data, or experience in a secure data systems environment is a plus What You'll Get Support a wide variety of customers in the healthcare space – all focused on pulling healthcare tech into modernity Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care A flexible, remote friendly company with personality and heart Employee driven programs and initiatives for personal and professional development Great benefits like flextime time off Be a member of the reputed companyn and Barkadian Community About reputed company reputed company.io helps innovative providers and payers across the country transform healthcare to reduce cost while reputed company patient health. We do this by aggregating large amounts of disparate data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive population health management software market and have been recognized by industry analysts KLAS, IDC, reputed company, and Chilmark for our leadership. For a better sense of our brand and products, please explore our website. Protect Yourself If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from reputed company, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit our website. This position is responsible for following all Security policies and procedures in order to protect all PHI under reputed company's custodianship as well as reputed company Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager. Originally posted on Himalayas Apply To This Job