Customer Success Manager – Healthcare SaaS
Regard
Customer Success Manager
ResMed
full-time
Posted on:
Location Type: Hybrid
Location: Peachtree Corners • Illinois, Montana, Oklahoma, Tennessee • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Swift
About the role
- Be the first escalation point for high touch customer care, responding with urgency, clarity, competence, and swift fulfilment of all service requests
- Takes ownership of client relationship for Brightree Resupply, ensuring timely communication and follow up
- Through proactive issue resolution and appropriate escalation path processes, ensures achievement of quality and turnaround time service level agreements
- Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues
- Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution
- Through proactive monitoring of the customer's financial results and operational processes, creates and implements ongoing action plans to achieve objectives
- Proactively analyses key operational and performance data to identify trends and opportunities, providing expert advice, guidance, actionable tasks, and recommendations to the organization’s business owners and end-users in order to improve the overall organization’s resupply performance
- Provide monthly resupply reviews using risk management analysis for complex Resupply business concerns, reviewing analytics data, workflow processes, system structures, and organizational functions to recommend process improvement solutions to optimize usage of software and services
- Perform a high volume of manual data entry/data clean-up within our customer's databases, documenting and communicating findings and results effectively to the customer
- Design and execute comprehensive client-specific optimization project/training plans for client end-users while adjusting for existing workflow processes
- Develop and maintain loyal client relationships through exceptional high-level constant and consistent monthly, quarterly, and yearly based customer communications
- Maintain extensive knowledge of both Brightree Connect and SNAP Resupply products/services as well as Resupply industry and regulatory changes
- Identify expansion and cross sell opportunities that align with customers' short and long-term goals
- Partner with internal Brightree Resupply managers and technical support resolving contractual questions/adherence, and service/system issues
Requirements
- Minimum 2 years of experience in Healthcare Industry
- Minimum of 2 years’ experience in Customer Success
- Bachelor’s degree: equivalent combination of Healthcare Industry education, training and experience will be considered
- Understanding of KPI’s and how they impact revenue objectives
- Strong project management skills including ability to manage customer expectations and drive project results
- Intermediate level proficiency with Microsoft Office package, including excel, access and PowerPoint
- Strong oral and written communication skills
- Ability to work in a remote environment
- Self-directed and self-motivated in job-related tasks
- Hands on experience in an HME Resupply program
- Knowledge of IVR hosted platform systems such as Voxeo, medSage, iAssist, Heathcall, HCS, CareTouch, Noble Systems, CBM Solutions
- Familiarity with Software as a Service (SaaS) applications and performance criteria
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisdata entryproject managementrisk managementKPI understandingcustomer satisfaction monitoringprocess improvementclient-specific optimizationfinancial results analysismanual data clean-up
Soft skills
communication skillscustomer relationship managementself-directedself-motivatedproblem-solvingproactive issue resolutionteam collaborationadaptabilitytime managementcustomer expectation management
Certifications
Bachelor's degreeHealthcare Industry education
