Customer Success Manager
healthfinch
Job Purpose
The Customer Success Manager is a highly visible role, responsible for implementations and the ongoing management of enterprise customer accounts. The CSM will ensure that customers experience the full value and potential of their relationship with healthfinch.
Duties and Responsibilities
- Support sales staff during the sales cycle by offering clinical and workflow expertise in virtual or in-person meetings
- Own customer onboarding, ongoing support, optimization and expansions
- Partner with sales team on account management and upsells of assigned customers
- Configure healthfinch systems to customer specifications and advise on best practices
- Drives long-term partnerships with clients based on trust and respect that promote retention and loyalty
- Develop a deep understanding the healthcare ecosystem, our clients’ initiatives, and our products
- Manage and meet project deadlines by collaborating and communicating with clients and our internal staff
- Understand each customers unique needs to guide them in extracting the full value of healthfinch products and expertise
- Proactively assist and advise customers in improving their processes
- Build positive image of the company with each customer contact
- Leverage reports to lead data driven conversations with customers and internal stakeholders
- Be the voice of the customer in internal meetings and projects
- Ability to manage without direct authority
- Travel to client sites as needed and be able to be on our call/support roster during non-business hours
Qualifications
- 2+ years experience in healthcare industry including health system structure, regulatory and industry changes, and EMR
- 2+ years experience in project management ideally in the healthcare industry
- Quick learner of new technologies, tools, and products
- Working knowledge of electronic medical record systems
- High emotional intelligence
- Ability to empathize with each customers needs
- Proactive and persuasive in nature
- Outgoing with the ability to easily connect and communicate with different personalities and communication styles, and ability to display confidence while speaking with C-suite executives and fostering engagement with staff
- Organized and able to prioritize multiple projects and customers
- Clinical experience is a plus (If you are an RN or MA who is interested in the business side of healthcare, great)
- Strong written skills as well as confident presentation and verbal communication style
- Must be located in the United States.
Travel: Up to 50%
We welcome people of different levels of experience and backgrounds. We know that people can come by the skills and talents we’re looking for in many different ways, so if you’re interested, let’s talk! We’d like to hear your story. healthfinch is also committed to creating spectacular culture, along with phenomenal benefits. All full time employees are entitled to paid maternity/paternity leave, unlimited vacation and the ability to work anywhere in the United States.
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