Lead Clinical Specialist, CRM
Abbott
Salary
💰 $90,000 - $110,000 per year
Job Level
Mid-LevelSenior
About the role
- Develop and manage ongoing strategic partnerships with the MDaudit customer base
- Build relationships with MDaudit customers to maintain high customer satisfaction and loyalty
- Identify opportunities to optimize and expand the use of the product
- Collaborate with Implementation, Support, Product, Finance and Sales teams to achieve customer success
- Advocate for customers and work with decision makers to embrace change and expand footprint within each product offering
- Travel to customers up to 25% for collaboration and relationship building
- Improve customer satisfaction (NPS) year over year
- Regular updates to Customer Health Scorecard and apply risk metrics to inform retention strategy
- Manage goals related to churn and retention and own CHURN
- Advocate for timely resolution for escalated account issues and product enhancements
- Conduct proactive holistic reviews of customer accounts (Business Reviews)
- Provide regular customer updates to key MDaudit stakeholders
- Primary liaison between customers and internal teams
- Coordinate and influence customer participation in events and MDaudit Community initiatives
- Educate customers on new offerings and releases
- Drive sales of MDaudit services working with implementation and finance teams
- Partner with Senior Director of Customer Growth to identify, qualify and close upsell and renewal opportunities
- Ensure compliance with contract conditions and SLAs
- Utilize Salesforce and other mission critical tools to document customer interactions and information
Requirements
- Four-year college degree
- 5+ years of customer success management work, including accountability of the overall relationship
- 4+ years of experience in healthcare setting: Compliance; billing; auditing, coding, revenue cycle, accounting (hospital or professional)
- Understands healthcare data flow and associated risks
- Oversight of information systems-based projects
- Proven leadership and mentoring skills
- Executive level decision making and communication skills
- Excellent knowledge and skill using Microsoft Office Suite
- Experience using Salesforce
- Compliance and revenue cycle coding/auditing experience preferred
- Ability to resolve problems independently
- Strong organizational skills
- Ability to influence stakeholders
- Demonstrated verbal and written communication skills
- Ability to concurrently manage multiple, complex projects with high quality results
- Ability to be flexible and respond positively in dynamic environments
- Ability to travel to customers up to 25%
