Customer Success Manager

Greenway Health is committed to building the future of healthcare technology and fostering an inclusive environment. As a Customer Success Manager, you will ensure the success and satisfaction of healthcare clients by building relationships, understanding their needs, and driving value through health information technology solutions.

Responsibilities:

• Serve as the primary point of contact for assigned healthcare clients, building strong relationships and fostering open communication
• Understand the unique needs and challenges of each client, providing tailored solutions and strategic guidance to drive success
• Collaborate cross-functionally with sales, product development, professional services, and support teams to ensure a seamless client experience
• Proactively monitor client usage and adoption of our products and services, identifying opportunities for optimization and expansion
• Act in a consultative capacity on our health information technology solutions, providing guidance and best practices to clients
• Advocate for the needs of our clients within the company, driving product improvements and enhancements based on client feedback and market trends
• Monitor client satisfaction metrics and implement strategies to enhance overall client experience and retention
• Prepare regular reports and updates for clients, highlighting key performance metrics and accomplishments
• Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients
• Conduct strategic account reviews with clients to assess performance, identify opportunities for improvement, and develop action plans to drive success
• Develop and deliver executive-level presentations and business reviews to articulate value propositions, highlight achievements, and drive alignment on strategic priorities
• Identify and pursue opportunities for upselling and cross-selling additional products/services to existing clients, driving revenue growth and maximizing client lifetime value

Requirements:

• Bachelor's degree in business administration, marketing, or a related field
• Proven experience in client-facing roles, with a focus on client success, account management, or sales
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients
• A passion for delivering exceptional client service and driving positive outcomes for clients
• Strong problem-solving abilities and a proactive approach to addressing client needs
• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously
• Familiarity with CRM software and other client management tools
• Keen understanding of the ambulatory care space
• Strong healthcare information technology industry, regulatory, and product knowledge
• Commitment to continuous education
• Proven negotiation and presentation skills
• Excellent listening and communication skills
• Change agent across verticals, being agile in an ever-changing industry
• Help facilitate and adopt change internally and externally
• Ability to prioritize and manage multiple high priority projects simultaneously
• Strong delegation skills (internal and external)
• Accountability driver (internal and external)
• Adapt to modernization of tools to communicate with clients
• High EQ
• Ability to identify upsell/cross-sell opportunities
• Previous experience in healthcare information technology is a plus