Customer Success Engineer

About the role

We’re growing our Customer Success Engineering team. This team is the face of the organization. You’ll work directly with customers to help them get the most out of Stedi, and you’ll bring what you learn back to the rest of the company to shape how we build and improve the product.

Responsibilities

• Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible.
• Collaborate with customers via dedicated Slack channels.
• Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks.
• Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation.
• Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption.
• Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention.

Requirements

You have subject matter expertise in revenue cycle management. You understand the full cycle of how healthcare technology companies run eligibility checks, submit claims, check claim status, and reconcile ERAs. You have several years working at an RCM company, clearinghouse, or managing RCM inside of a healthcare organization.

You are technical. You understand and have experience using and integrating APIs, and have a familiarity with data formats and standards such as JSON, X12, and other flat file formats.

You have a product mindset. You go beyond helping customers with the task at hand. You are able to intuitively understand product gaps and are able to articulate those to the engineering and product teams, and ensure those requirements satisfy the customer's needs.

You are exceptional at staying on top of many open threads simultaneously. You are hyper-responsive, organized, and thorough. You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value.

You keep customers at the center of your work and always prioritize customer relationships. You do what it takes to get the job done. You are resourceful, self-motivated, self-disciplined, and don’t wait to be told what to do. You put in the hours.

You are experienced in customer-facing roles: Ideally within customer success, technical support, or adjacent roles.

You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it.

Qualifications

You have several years working at an RCM company, clearinghouse, or managing RCM inside of a healthcare organization.

You understand and have experience using and integrating APIs, and have a familiarity with data formats and standards such as JSON, X12, and other flat file formats.

You have a product mindset. You go beyond helping customers with the task at hand. You are able to intuitively understand product gaps and are able to articulate those to the engineering and product teams, and ensure those requirements satisfy the customer's needs.

You are exceptional at staying on top of many open threads simultaneously. You are hyper-responsive, organized, and thorough. You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value.

You keep customers at the center of your work and always prioritize customer relationships. You do what it takes to get the job done. You are resourceful, self-motivated, self-disciplined, and don’t wait to be told what to do. You put in the hours.

You are experienced in customer-facing roles: Ideally within customer success, technical support, or adjacent roles.

You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it.

Skills

You have subject matter expertise in revenue cycle management. You understand the full cycle of how healthcare technology companies run eligibility checks, submit claims, check claim status, and reconcile ERAs.

You are technical. You understand and have experience using and integrating APIs, and have a familiarity with data formats and standards such as JSON, X12, and other flat file formats.

You have a product mindset. You go beyond helping customers with the task at hand. You are able to intuitively understand product gaps and are able to articulate those to the engineering and product teams, and ensure those requirements satisfy the customer's needs.

You are exceptional at staying on top of many open threads simultaneously. You are hyper-responsive, organized, and thorough. You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value.

You keep customers at the center of your work and always prioritize customer relationships. You do what it takes to get the job done. You are resourceful, self-motivated, self-disciplined, and don’t wait to be told what to do. You put in the hours.

You are experienced in customer-facing roles: Ideally within customer success, technical support, or adjacent roles.

You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost by responding with urgency (both externally to customers and internally to stakeholders), communicating what you are working on, and proactively asking for help or feedback when you need it.

Benefits

The annual compensation range for this role is $140,000-$200,000. For roles with a variable component, the range provided is the role’s On Target Earnings ("OTE") range, which means that the range is inclusive of the sales commissions or bonus target and annual base salary. This range may be inclusive of multiple experience levels at Stedi and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, location, and qualifications.

Please reach out to your recruiter with any questions. We’ve been made aware of individuals impersonating the Stedi recruiting team. Please note: All official communication about roles at Stedi will only come from an @stedi.com email address, or from our official identification verification partner, Persona, @frompersona.com. If you’re unsure whether a message is legitimate or have any concerns, feel free to contact us directly at careers@stedi.com.