Customer Success Manager

About the role

Our Customer Success Manager plays a vital role in ensuring the highest quality and safety standards of our pharmaceutical products. After completing training, you will onboard, train, and manage multiple health system customers, ensuring their successful adoption and use of our SaaS solutions and securing contract renewals. This is a hybrid position located in the Minneapolis / Twin Cities office.

BrightStream, a Quva company, is trusted by a community of high-performing healthcare providers and partners to generate clinical insights from clinical data. Join this mission to provide SaaS clinical insights, data services, and life science products to create meaningful data and a long-lasting impact on healthcare across the US.

Responsibilities

• Act as the main point of contact for customers, taking responsibility for onboarding, training, and relationship management
• Consult and collaborate with customers at all organizational levels (C-level to end users) to ensure they fully recognize value from our products and services
• Gather information about customers’ unmet needs and communicate this within the Customer Success team and other departments
• Provide effective training and consultative working sessions, both remote and on-site
• Serve as the Subject Matter Expert on all products for customers
• Collaborate within the Customer Success team and with other departments to resolve customer problems and enhance the customer experience
• Track and document how customers use products to impact key hospital metrics (revenue/reimbursement, cost control, core clinical measures, quality outcomes, etc.)
• Secure the renewal of customers’ SaaS subscriptions and expand to additional products and services
• Collaborate and innovate within the Customer Success team to improve processes
• Participate in support coverage rotation

Requirements

• Bachelor’s Degree
• 1+ year experience in Customer success, account management, or software training
• 1+ year experience in a Hospital setting specifically in pharmacy, informatics, or nursing OR experience with Epic implementations
• Excellent communication skills across all levels, from executives to end users
• Strong organizational skills and ability to strategically manage multiple customers concurrently
• Strong training and presentation skills
• Strong analytical, problem-solving, and troubleshooting skills
• Travel up to 10%
• Must be currently authorized to work in the United States on a full-time basis; Quva is not able to sponsor applicants for work visas

Skills

• Sense of urgency, accountability, and resourcefulness (e.g., work in a changing environment)
• Self-starter and independent learner
• Active listening and strong verbal and written communication skills
• Ability to work effectively with people at all levels of the organization
• Understands how various issues affect each other and the outcome of projects
• Seeks opportunities to creatively transform and improve existing approaches

Benefits

• Comprehensive health and wellness benefits including medical, dental, and vision
• 401k retirement program with company match
• 17 paid days off plus 8 paid holidays per year
• National, industry-leading high-growth company with future career advancement opportunities

Pay

The base compensation for this role is estimated to be within the range of $85,993 - $118,240 annually. This role is also eligible for an annual incentive bonus, subject to program terms and guidelines.

About Quva

Quva provides industry-leading health-system pharmacy services and solutions, including 503B sterile injectable outsourcing services and AI-based data software solutions that help power the business of pharmacy. Quva Pharma’s multiple production facilities and industry-first dedicated remote distribution capabilities provide ready-to-administer sterile injectable medicines critical to patient care. Quva BrightStream partners with health systems to aggregate, normalize, and analyze large amounts of complex data across their sites of care, and through proprietary machine learning, transforms data into actionable insights supporting revenue optimization, script capture, inventory management, drug shortage control, and more. Quva’s overall progressive and integrated platform helps health systems transform pharmacy management to achieve greater value and deliver the highest-quality patient care.