Brightree

Customer Support

• Manage inbound and outbound calls with patients to support resupply of existing products
• Handle high-volume (100+) inbound and outbound calls per day
• Serve as the primary point of contact for creating and booking patient orders
• Complete tasks accurately and on time
• Collaborate with internal and external teams to resolve issues
• Monitor performance metrics and meet quality and service-level standards
• Deliver exceptional customer service while effectively multitasking across multiple accounts

Customer Service Representative

Customer Success Manager

• Engage with customers’ executive leadership to align on business goals, improvement priorities and success strategies
• Proactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action plan
• Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention
• Identify expansion and cross sell opportunities that align with customers’ short and long-term goals
• Design, lead and document annual and quarterly business reviews that add value to the customer with minimal instruction
• Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success
• Maintain wide-ranging knowledge of Brightree HME and pharmacy products/services as well as industry and regulatory changes
• Research, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communication
• Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system

Project Manager

• Lead end-to-end delivery of complex SaaS implementation projects, including scoping, requirements gathering, configuration, integration, testing, training, and go-live
• Develop and manage detailed project plans, schedules, resource assignments, risk registers, communication plans, and financial forecasts
• Oversee multiple enterprise-level customer projects simultaneously, ensuring coordination and organization
• Ensure all deliverables meet contractual requirements, quality standards, and professional services expectations
• Serve as the primary point of contact for customers throughout the implementation lifecycle, setting and managing expectations
• Facilitate customer workshops, requirements sessions, status reviews, and executive updates
• Proactively identify, track, and resolve risks, issues, and dependencies across workstreams; manage change requests and maintain alignment with scope and budget
• Maintain strong program management practices, including RAID logs, decision tracking, and governance reporting
• Collaborate with Product, Technical Services, Consulting, Support, and Training on solution design, integration planning, and testing readiness
• Own project financials, including budgeting, forecasting, burn rate analysis, and revenue/margin protection
• Support Sales during pre-sales cycles by contributing to scoping, estimating, deployment approaches, and customer presentations
• Provide guidance and coaching to junior project managers or coordinators; contribute to standardized implementation methodologies
• Lead post-implementation reviews, document lessons learned, and drive continuous improvement in delivery processes
• Champion delivery excellence, customer value realization, and scalable implementation practices
• Approximately 25% travel to customer sites, Brightree offices, or industry events within the United States

Customer Service Representative

Customer Success Manager

Senior Project Manager