Success Manager, Clinical
HealthStream · Nashville, TN · 1 mo ago
RemoteRemoteHealthcareFull-time
We need to output HTML fragment with sections for headings: About the role (maybe Position Summary), Responsibilities (Essential Duties Or Responsibilities), Qualifications (JOB SPECIFICATIONS...), Skills (SKILLS REQUIRED), Abilities (ABILITIES REQUIRED). Also maybe Benefits, Pay, Schedule not present, so omit. Also need to include any other sections like "Addendum" maybe not needed. Should not repeat job title. Should not include Job ID etc. Should preserve all substantive info. Remove boilerplate: cookie/navigation/legal/EEO etc none present. Also remove duplicated lines: there are some repeated lines like "Seek guidance from more experienced team members when encountering new/challenging situation" appears twice; we should keep only once? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail. Remove ... duplicated lines". So we need to deduplicate identical lines. Also there is repeated "Collaborates with onboarding teams to develop onboarding plans for assigned products" appears twice (once in duties, once later). Should deduplicate.
We need to format duties as
- . For each bullet, we need to split the long paragraph into separate items? The original duties are a long sentence with many responsibilities separated by periods. We should split each responsibility into separate
- . Also need to keep the content exactly (preserve). We'll need to parse.
Let's extract duties from "Essential Duties Or Responsibilities" until "Qualifications". The text:
"Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.Utilizes data to analyze product utilization and adoptionProactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growthMaintains Salesforce case documentation of customer engagement activities to ensure service continuityCollaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customersCollaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer successCollaborates with implementations teams to develop onboarding plans for assigned productsCollaborates with sales and other Success Managers on account renewal strategyProvides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customerCollaborates with product, development, and content teams to develop customer facing materials for assigned productsUtilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customersCollaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-serviceLeads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customersIdentifies and nurtures referenceable accounts and assists to capture the customers success story and ROICollaborates with onboarding teams to develop onboarding plans for assigned products"
We need to split by periods (.) but careful about abbreviations like "e.g." none. Also there is "ROI". We'll split at each period that ends a sentence. Let's manually list responsibilities:
1. Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
2. Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
3. Utilizes data to analyze product utilization and adoption
4. Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth
5. Maintains Salesforce case documentation of customer engagement activities to ensure service continuity
6. Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers
7. Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success
8. Collaborates with implementations teams to develop onboarding plans for assigned products
9. Collaborates with sales and other Success Managers on account renewal strategy
10. Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer
11. Collaborates with product, development, and content teams to develop customer facing materials for assigned products
12. Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers
13. Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
14. Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers
15. Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI
16. Collaborates with onboarding teams to develop onboarding plans for assigned products
Note #8 and #16 are duplicate (both about collaborating with onboarding teams to develop onboarding plans). We need to deduplicate: keep one.
Now Qualifications section: "JOB SPECIFICATIONS: KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:Experienced professional with a minimum of a Bachelors degree in healthcare, business, or technical fieldMinimum 3 years in a customer service/sales or related roleExperience in healthcare organization preferredExperience with HealthStream products from an administrator level is a plusExperience in a SaaS business desirable Experience with Salesforce is desirable SKILLS REQUIRED:Proficiency in use of Microsoft Office ProductsExcellent verbal and written communication skillsUnderstanding of data and its application to defining customer successTechnical acumen to support development of an in-depth understanding of assigned products/solutions ABILITIES REQUIRED:Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoptionSeek guidance from more experienced team members when encountering new/challenging situationsEffectively present information to management, customer groups, and HealthStream internal stakeholders Collaborate as part of a team to optimize solutions and a seamless delivery approachInteract and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraintsUtilize data to demonstrate customer performance to desired outcomesCoordinate activities across a number of customer accountsAdapt to changes in strategy or approach as needed in a fast paced, innovative environmentWillingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutionsTravel up to 20%, staying overnight as needed to meet customer and internal company needs.Seek guidance from more experienced team members when encountering new/challenging situation"
We need to split into sections: Qualifications (knowledge/education/experience), Skills, Abilities. Also there is Addendum with specifics for Revenue Cycle, Abaqis, Competency. Should we include those? They are additional qualifications for specific roles. The instruction: include a section ONLY when the posting has real, specific content for it. The Addendum contains specific knowledge/education/experience required for each variant. This is substantive info. Should we create a section maybe "Additional Qualifications" or incorporate under Qualifications? The heading list includes Qualifications, Skills, Benefits, Pay, Schedule. No "Addendum". But we could treat the Addendum as part of Qualifications (maybe sub-bullets). However we must not invent headings not in list. The allowed headings are: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. The list includes Requirements as alternative to Qualifications? They said use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use either Requirements or Qualifications. We have both Qualifications and Skills and Abilities. Abilities is not in the list but could be considered part of Qualifications? The list didn't include Abilities. However we could treat Abilities as part of Qualifications or Requirements. But the instruction: "Prefer a few substantive sections over many thin ones." So maybe combine Skills and Abilities into Qualifications? But they said use headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can have Qualifications and Skills separate. Abilities could be merged into Qualifications or Skills. Since Abilities are more like abilities, maybe we treat them as part of Qualifications (knowledge/education/experience). But the text separates SKILLS REQUIRED and ABILITIES REQUIRED. We could keep both as separate headings if they exist. The allowed headings list includes Skills but not Abilities. However we could still use Abilities if we think it's substantive; but the instruction says use headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It doesn't forbid other headings, but says "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests those are examples; we could still use other headings if needed, but better to stick to those. Since Abilities is not in examples, maybe we incorporate Abilities into Qualifications or Skills. I'd incorporate Abilities into Qualifications (as they are also required). But we already have a Qualifications section for knowledge/education/experience. Could expand Qualifications to include both knowledge/education/experience and abilities. However the instruction: "Prefer a few substantive sections over many thin ones." So maybe we have three sections: About the role (Position Summary), Responsibilities, Qualifications (which includes knowledge/education/experience, skills, abilities). But they also said we can use Skills heading. Might be better to have About the role, Responsibilities, Qualifications, Skills. Then Abilities could be merged into Qualifications or Skills. I'd put Abilities under Qualifications as bullet points. Addendum specifics: Could be included under Qualifications as additional bullet points for each variant. Or we could create a separate section "Requirements" maybe for those specifics. But we already have Qualifications. Might be okay to add sub-bullets under Qualifications for each variant. We must not repeat duplicated lines. Also need to remove the repeated "Seek guidance from more experienced team members when encountering new/challenging situation" appears twice (once in Abilities, once at end). We'll keep one. Now craft HTML. We'll start with
About the role
thenPosition Summary ...
. The Position Summary text: "The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals." We need to preserve that exactly. ThenResponsibilities
- with each duty as
- . Ensure we deduplicate.
Then
Qualifications
maybe split into- for knowledge/education/experience and abilities? Could do two
- for any list of duties/requirements/benefits. So for qualifications we can have a list. We'll list knowledge/education/experience items: - Experienced professional with a minimum of a Bachelors degree in healthcare, business, or technical field - Minimum 3 years in a customer service/sales or related role - Experience in healthcare organization preferred - Experience with HealthStream products from an administrator level is a plus - Experience in a SaaS business desirable -
- under same heading? Might be okay. But we need to follow rule: Use
- . Ensure we deduplicate.
Then