Customer Success Manager

Responsibilities

• 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
• Autonomously 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 judgment 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

Qualifications and Experience

• Minimum 2 years of experience in HME and/or Home Infusion operations management
• Four-year college degree in business, finance, IT or a relevant discipline; or solid finance and accounting skills to communicate effectively with corporate officials
• Minimum 2 years of experience in business process improvement
• Minimum 2 years of experience using the Brightree business management solution
• Ability to partner and maintain ongoing relationships with leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree
• Strong consultative and communication skills with a keen attention to detail while handling multiple priorities
• Knowledge of software implementations, system workflows and industry best practices
• Broad soft skills including effective communication, active listening, conflict resolution, problem-solving and dependability
• Proficient in MS Excel, MS Word, MS PowerPoint and MS Outlook, Brightree Business Management Solution
• Able to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with moderate supervision
• Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers
• 20-30% domestic travel required
• 2+ years of experience in customer success or account management role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts
• 2+ years Infusion pharmacy experience
• Highly organized with the ability to manage and drive change
• Demonstrated business benefits from process analysis and improvement
• Proficient in Gainsight