Senior Customer Success Manager

About the role

The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their goals.

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
• Routinely collaborate with the customer to evaluate diverse issues or data and demonstrate the ability to understand unique challenges, identify opportunities and offer insights and effective solutions using company best practices
• Identify expansion and cross-sell opportunities that align with customers’ short and long-term goals
• Create, lead and document onsite annual business reviews, quarterly business reviews and monthly status meetings that add value to the customer
• Independently identify risk and use sound judgment to properly escalate customer issues and barriers to continued success
• Maintain extensive knowledge of Brightree HME, Resupply and Pharmacy solutions 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
• Create and present relevant content to existing and potential customers at tradeshows and other industry events
• Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system

Requirements

• Minimum 8 years of experience in HME and resupply 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 4 years of experience in business process improvement
• Minimum 2 years of experience using the Brightree business management solution
• Demonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree
• Exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities
• Broad soft skills including effective communication, active listening, conflict resolution, problem-solving, dependability and leadership skills
• Proficient in MS Excel, MS Word, MS PowerPoint and MS Outlook
• Ability to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision
• Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers
• 50-60% domestic travel required
• 4+ 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
• Skilled in process analysis and improvement with demonstrated business benefits

Qualifications

• Minimum 8 years of experience in HME and resupply 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 4 years of experience in business process improvement
• Minimum 2 years of experience using the Brightree business management solution
• Demonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree
• Exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities
• Broad soft skills including effective communication, active listening, conflict resolution, problem-solving, dependability and leadership skills
• Proficient in MS Excel, MS Word, MS PowerPoint and MS Outlook
• Ability to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision
• Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers
• 50-60% domestic travel required
• 4+ 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
• Skilled in process analysis and improvement with demonstrated business benefits

Skills

• Deep knowledge of Brightree products and services in conjunction with broad expertise in the mechanics of running an HME business
• Independent judgement to assess complex business processes and develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree and reduce churn
• Utilizing deep knowledge of Brightree products and services in conjunction with broad expertise in the mechanics of running an HME business

Benefits

This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $100,000 - $140,000 For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.