Engage with customers’ executive leadership to align on business goals, improvement priorities and success strategies
Proactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action plan
Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention
Identify expansion and cross sell opportunities that align with customers’ short and long-term goals
Design, lead and document annual and quarterly business reviews that add value to the customer with minimal instruction
Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success
Maintain wide-ranging knowledge of Brightree HME and pharmacy products/services as well as industry and regulatory changes
Research, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communication
Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system

Minimum 2 years of experience in HME and/or Home Infusion operations management
Four-year college degree in business, finance, IT or a relevant discipline; or solid finance and accounting skills
Minimum 2 years of experience in business process improvement
Minimum 2 years of experience using the Brightree business management solution
Ability to partner and maintain ongoing relationships with leadership
Strong consultative and communication skills
Knowledge of software implementations, system workflows and industry best practices
Proficient in MS Excel, MS Word, MS PowerPoint and MS Outlook, Brightree Business Management Solution
Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers.
20-30% domestic travel required
2+ years of experience in customer success or account management role
2+ years Infusion pharmacy experience
Highly organized with the ability to manage and drive change
Skilled in process analysis and improvement with demonstrated business benefits
Proficient in Gainsight

Customer Success Manager

Key skills