Customer Success Manager

Brightree is a leader in software solutions for patient resupply in the durable medical equipment industry. The Customer Success Manager will utilize their knowledge of Brightree Resupply products to improve customer efficiency and drive success, while proactively engaging with clients to identify challenges and opportunities.

Responsibilities:

• Be the first escalation point for high touch customer care, responding with urgency, clarity, competence, and swift fulfilment of all service requests
• Takes ownership of client relationship for Brightree Resupply, ensuring timely communication and follow up
• Through proactive issue resolution and appropriate escalation path processes, ensures achievement of quality and turnaround time service level agreements
• Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues. Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution
• Through proactive monitoring of the customer's financial results and operational processes, creates and implements ongoing action plans to achieve objectives
• Proactively analyses key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations to the organization’s business owners and end-users in order to improve the overall organization’s resupply performance
• Provide monthly resupply reviews using risk management analysis for complex Resupply business concerns, reviewing analytics data, workflow processes, system structures, and organizational functions to recommend process improvement solutions to optimize usage of software and services
• Perform a high volume of manual data entry/data clean-up within our customer's databases, documenting and communicating findings and results effectively to the customer
• Design and execute comprehensive client-specific optimization project/training plans for client end-users while adjusting for existing workflow processes
• Develop and maintain loyal client relationships through exceptional high-level constant and consistent monthly, quarterly, and yearly based customer communications
• Maintain extensive knowledge of both Brightree Connect and SNAP Resupply products/services as well as Resupply industry and regulatory changes
• Identify expansion and cross sell opportunities that align with customers' short and long-term goals
• Partner with internal Brightree Resupply managers and technical support resolving contractual questions/adherence, and service/system issues
• Travel less than 25% annually

Requirements:

• Minimum 2 years of experience in Healthcare Industry
• Minimum of 2 years' experience in Customer Success
• Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company
• Bachelor's degree: equivalent combination of Healthcare Industry education, training and experience will be considered
• Understanding of KPI's and how they impact revenue objectives
• Ability to organize and prioritize multiple tasks, maintain records, and to work independently with few interruptions
• Strong project management skills including ability to manage customer expectations and drive project results
• Intermediate level proficiency with Microsoft Office package, including excel, access and PowerPoint
• Strong oral and written communication skills
• Ability to work in a remote environment
• Self-directed and self-motivated in job-related tasks
• Hands on experience in an HME Resupply program
• Knowledge of IVR hosted platform systems such as Voxeo, medSage, iAssist, Heathcall, HCS, CareTouch, Noble Systems, CBM Solutions
• Familiarity with Software as a Service (SaaS) applications and performance criteria