Billing Oversight Customer Success Manager – RethinkBH

RethinkFirst is the leading global provider of online research-based resources to support individuals with developmental disabilities. The Customer Success Manager is responsible for customer retention and account growth with small and mid-sized behavioral health practices, ensuring that Rethink products and services meet customer needs while identifying upsell and cross-sell opportunities.

Responsibilities:

• Meet and proactively drive to exceed quarterly and annual retention targets
• Identify account growth opportunities within an existing set of Billing customers, working closely with practice owners to showcase how the Rethink solution can support clinical and business needs
• Develop and maintain an exceptional knowledge of Rethink’s behavioral health solution and RCM services
• Oversee account metrics to anticipate customer issues and concerns
• Drive to close upsell/cross-sell opportunities by demonstrating understanding of current and long-term customer needs, proposing appropriate solutions to address identified customer needs, and consistently moving the customer toward commitment
• Resolve customer issues in an efficient, timely, and practical manner
• Serve as a customer advocate internally to ensure support tickets are being addressed quickly
• Collaborate with the Revenue Cycle Management team to provide customer updates and to address customer concerns
• Collaborate with the product team on identifying future product development priorities to drive account growth
• Manage customer satisfaction surveys and responses
• Complete and submit required reports such as forecasts, activity reports, and expense reports on a timely basis
• Enter and maintain data accurately into Salesforce.com including meetings, contacts, updates and forecasts
• Use Teams to conduct effective online meetings

Requirements:

• Bachelor's degree in psychology, education, business or related field
• Experience in behavioral health and ABA medical billing
• Excellent verbal and written communication skills
• Strong customer relationship management skills
• Ability to position Rethink solutions and communicate key messages to practice owners and key decision makers
• Self-motivated individual who thrives on doing a job well and has the initiative and drive to excel
• Ability to effectively prioritize, organize, and perform a variety of concurrent tasks
• Proficiency with Microsoft Excel, Word, and PowerPoint applications
• Experience utilizing electronic medical billing platforms
• Must be comfortable working with technology and fluent in Microsoft Office
• Experience with autism/ABA/ABA billing
• Experience working with a SaaS (software) company highly preferred
• Experience using Salesforce.com and Gainsight are desirable