Manager, Client Success

The Manager Client Success will maintain and further develop existing business with current clients and assist in bringing new clients on board. The Client Success Manager will help our clients to better understand the full potential of our products and act as liaison between the Client, Operations and Sales. The successful candidate will also be responsible for collaborating with different work groups and departments to improve overall customer satisfaction and loyalty.

PRIMARY JOB RESPONSIBILITIES:

• Be the customer experience expert for Key Accounts
• Collaborate with Operations to develop processes to be used by Operations to achieve expected outcomes
• Leverage analytics for the customer
• Participate in one-on-one meetings with clients to explain services
• Understand the problems and challenges of clients and identify ways the Operations can better address those needs
• Own customer issues while resolving any customer complaints in a prompt and professional manner
• Establish process to support escalation engagements
• Define schedules, key milestones, and success criteria
• Proactively identify potential risks and recommend proper mitigation
• Provide regular updates to clients on the progress of customer service projects and campaigns that directly affect each client
• Become the reliable point of contact for each customer that is required to establish a strong client\business relationship
• Identify key contacts at client sites to improve and foster effective and prompt communications
• Identify revenue risk/growth opportunities
• Identify opportunities for expansion
• Provide input to forecasting and funnel activities
• Monitor and assess activities of our competitors to proactively satisfy and retain our clients
• Performs miscellaneous job-related duties as assigned

POSITION QUALIFICATIONS:

Education:

• Bachelor's degree in Business or Healthcare, or equivalent combination of education and experience.
• Degree in Healthcare Management, Healthcare Administration, Health Information Management or another related field(s) preferred
• Advanced degree preferred

Experience:

• Minimum of 3 years of experience in Healthcare, preferably in Health Information Management and/or Clinical Documentation Improvement

Knowledge, Skills, and Abilities:

• Passionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the customer experience end-to-end
• Knowledge of the healthcare marketplace
• Ability to build strong interpersonal relationships with peers and other key stakeholders that can help implement smooth execution
• Ability to mitigate challenging customer complaints using a logical, systematic, customer centric process
• Ability to interact at all levels up to and including Senior Executives
• Proven ability to use a PC in a Windows environment, including MS Word, MS Excel, MS PPT, etc.
• Independent, focused individual able to work remotely or on-site