Senior Customer Success Manager
Engagement
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
Responsibilities
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
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
Qualifications
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
Skills
Utilize deep knowledge of Brightree products and services in conjunction with broad expertise in the mechanics of running an HME business
Use 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
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
A reasonable estimate of the current base range for this position is: $100,000 - $140,000
If this sounds like the workplace for you, apply now!