Customer Success Manager

HealthEdge is a company that provides care transformation services and digital health management solutions. The Senior Customer Success Manager will lead customer strategy for strategic accounts, drive operational excellence, and cultivate partnerships to maximize the impact of Wellframe’s solutions.

Responsibilities:

• Develop and maintain strong leadership-level relationships with customers
• Lead internal and customer project initiatives
• Own and manage key recurring customer meetings
• Ensure best practice implementation to include member marketing, platform configurations, workflows and collaborating with internal SME’s
• Leverage customer data to provide clear, informative, and relevant information to drive improvements and solve complex problems
• Track customer key performance indicators (KPIs); create and maintain Success Scorecards
• Support Customer Partners with the development of customer QBR and strategy meeting execution
• Act as support between customer and implementation team for new implementations or current customer expansion opportunities
• Advocate for customer needs internally across the business
• Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience
• Develop strong, collaborative, relationships internally and externally
• Provide peer support and/or mentoring to Client Success Team members
• Lead Customer Success Team collaboration sessions
• Performing all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII
• Identify value add business development opportunities; provide leads to Customer Partners
• Mitigates service risks and implements corrective action plans

Requirements:

• 8 + years of relevant work experience leading customer accounts in a healthcare technology setting
• Bachelor's Degree or equivalent experience demonstrating account management and project management skills in a technical environment
• Experience collaborating with cross-functional teams through high-priority and time-sensitive issues
• Demonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed, and relevant communications (verbal and written)
• Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies
• Ability to convey difficult messages with confidence, tact and diplomacy
• Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
• Excellent meeting management and facilitation skills
• Experience with data analytics and tools such as Looker or Tableau
• Healthcare industry experience working with health plans
• Salesforce, ServiceNow, and JIRA experience a plus