Client Success Manager

About the Opportunity

The company is a trusted data collaboration platform for healthcare, dedicated to making health data secure, accessible, and actionable. This organization provides critical data solutions for a wide range of healthcare stakeholders, including providers, health plans, researchers, and life sciences companies. From facilitating individual patient record requests to powering AI advancements in healthcare, the team is instrumental in shaping the future of data connectivity and its application in improving health. Joining this organization means becoming part of a driven and highly collaborative team passionate about creating transformative change in healthcare.

Key Responsibilities

• Lead the relationship with the customer, ensuring optimal result delivery, service, and support.
• Manage the coordination, tracking, and reporting of all customer project-related activities.
• Lead the efforts of associated project resources, including coordinating and motivating internal teams such as data integrations, coding management, engineering, sales, and executive teams.
• Ensure smooth communication channels between internal stakeholders through regular reporting and information sharing, including daily/weekly/quarterly reports, meetings, and status updates.
• Own customer operations project management processes, tools, reference materials, and cross-functional usage.
• Monitor project status and success throughout the entire project lifecycle.
• Identify, analyze, and resolve customer problems as they arise, coordinating escalation and resolution with sales and other internal stakeholders.
• Prepare final reports and presentations for customers, including calculating project results summaries and coordinating results delivery with the Sales team.
• Identify, define, and execute process improvements in alignment with department needs and organizational goals.
• Partner with the engineering team to identify, prevent, and resolve software issues affecting customer projects.

Required Qualifications

• 3+ years of project management experience.
• Familiarity with healthcare data systems, data formats, and processes, with the ability to converse at a technical level.
• Bachelor's degree in business, technology, or a related field.
• Knowledge of the healthcare industry, payment models, risk adjustment, medical coding, physician workflow, and/or electronic health record systems.
• Advanced Excel skills, including VLOOKUP and Pivot Tables.
• Some knowledge of SQL queries is helpful.
• Excellent written and oral communication skills.

Preferred Qualifications

• Strong bias for action and collaboration, with a well-developed sense of urgency.
• Strong curiosity and ability to correlate data from many sources.
• Professional and respectful demeanor in a relaxed work environment.
• Detail-oriented, self-starter with a proven track record of execution and results.
• Team player with a desire to learn and take on new responsibilities in a fast-paced, innovative environment.
• Advanced presentation skills; comfortable presenting to multiple audiences.
• Able to establish rapport with multiple client stakeholders.
• Excellent meeting leadership skills, including meeting logistics, agendas, and meeting notes.
• Demonstrated ability to conceptualize, manage, and prioritize multiple projects.
• Prior startup experience is a plus.

Additional Information

The estimated total cash compensation range for this role is: $100,000—$120,000 USD.

To ensure the safety of patients and staff, many clients require post-offer health screenings and proof and/or completion of various vaccinations. Any requests for exemptions will be reviewed on a case-by-case basis.

This job is not eligible for employment sponsorship.

The organization is committed to a work environment free from job discrimination and is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. Voluntary demographic questions may be presented at the end of the application to help identify areas for improvement in the recruitment process. Responses are anonymous and will not affect the application or hiring process.

The organization is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities.