Senior Customer Success Manager (Remote)

Availity is a healthcare technology company focused on delivering revenue cycle and related business solutions. The Senior Client Success Manager will act as a trusted advisor to premier clients, driving revenue retention, product adoption, and operational success while developing strong relationships within client organizations.

Responsibilities:

• Managing a portfolio of large, high-profile, or complex client accounts to foster revenue retention and growth, product adoption, customer success, and operational excellence through development of long-term business partnerships
• Developing an in-depth understanding of the client’s business and internal workflow
• Developing relationships with primary contacts and stakeholders including executives, key decision makers, and influencers within the client’s organizations. Understand clients’ organizational goals, issues, and pain points and identify how Availity’s services and solutions can help solve their most pressing problems to drive success
• Providing expert insight and best practices to customize the client’s product experience to improve utilization and optimize workflow
• Developing robust client success plans, which includes recommendations, based upon analyses of the clients’ business goals, operational workflows, and utilization trends
• Conducting regular touch points, problem solving, and/or business operational meetings (Ability to travel up to 10-15% for client visits and meetings required)
• Conducting an annual business review of the client’s key performance metrics, accomplishments, along with a prospective discussion concerning areas of focus, outlining a plan of action
• Acting as Subject Matter Expert (SME) of a specific process or solution
• Demonstrating qualities of good character. Mentor CSMs and other associates within the organization. Understanding the needs of the CSM team and work with management to develop skills and knowledge to promote client success
• Leading initiatives to optimize team processes that drive revenue increase or cost savings
• Participating in cross-functional initiatives or projects to drive efficiencies, revenue growth, and customer satisfaction
• Acting as a client advocate when working with internal teams to ensure client requests are being met and issues are being researched and resolved
• Completing department projects at management discretion

Requirements:

• Bachelor's degree or equivalent work experience
• 4+ years of revenue cycle management/billing experience or patient access experience in a healthcare setting
• Experience in inpatient and outpatient billing procedures, business rules and processes
• 2+ years' experience in client success management having developed effective client success plans that clearly identify the clients' goals/objectives, outline of tasks or processes, measurements of progress, and measurable outcomes that prove value, such as revenue growth, reduced churn rate, improved operational processes, improved customer satisfaction, or increased product adoption
• Experience in managing software upgrades in a revenue cycle or hospital environment
• Working knowledge of practice management software applications or equivalent technical experiences with software implementations
• Understanding of industry trends
• Proficient experience with Microsoft suite of products (i.e. Word, Excel, PowerPoint, Teams)
• Strong understanding of creating pivot tables
• Strong understanding of creating PowerPoints