Client Success Manager
0809254

Job Description

Reports To the Vice President of Account Management

Client Description

The client is the leading provider of managed business intelligence solutions for the healthcare industry. Their on-demand analytics platform provides software as a service to over 650 hospital organizations in the U.S. and U.K. Their advanced technology and consulting services provide sustainable financial improvement in several key areas which impact a hospital's top and bottom line including revenue cycle, clinical performance, profit margin analysis, and self pay segmentation. The client is a profitable, rapidly growing business that is venture-backed and has been awarded one of the "Top 500 Fastest Growing Companies" in the United States in 2007. The company has a "high energy" work environment that rewards innovation and represents a tremendous personal growth opportunity for the right professional.

The client offers an extensive company-sponsored benefits package including medical, dental and vision insurance, 401(k) and FSA plans, life insurance and long term disability and long term care plans, generous PTO, and also offers a competitive base salary and performance bonus.

In addition, they offer formal training, knowledge sharing, on-boarding program, and career advancement based on meritocracy. Opportunities include managing a team and launching new products.

The Client Success Manager is responsible for protecting revenues within existing accounts. He/she serves as the single-point-of-contact for a specific account (or set of accounts) and is responsible for the successful execution of all client services, including client's successful use of services, all product enhancements and ongoing support. The Client Success Manager is also responsible for developing and maintaining relationships with key stakeholders within assigned accounts, improving client utilization and adoption rates of services, and identifying revenue expansion opportunities. This position is critical to the success Client Delivery Services. The candidate must be an experienced professional with a diverse skill set, and must process the ability to think strategically while executing tactically.

DUTIES

• Ensure overall client satisfaction through successful delivery of client services to new and existing customers

• Plan and manage all aspects of the identified solution, including requirements definition, development, testing, and ongoing service enhancements

• Identify, track, and resolve all issues and risks associated with the delivery of client contracts. Manage scope and client expectations effectively throughout the life of the contract.

• Drive revenue retention through client successful use of client solutions

• Build and manage relationships key stakeholders for current solutions within assigned client organizations. Establish trust and rapport with client leadership, operational managers and application end-users

• Identify additional revenue opportunities within account(s). Support Sales in business development opportunities within assigned accounts and territory

• Develop annual account plans, quarterly account reviews to company leadership, and weekly status update reports for all accounts

• Monitor customer utilization and develop strategies to increase usage and adoption of the application within the account

• Continually assess, document, and analyze client gains in efficiency and effectiveness. Constantly educate clients on company value

• Evangelize new products and features within account(s). Coordinate additional training and support as necessary

• Perform business analytics on the customer's financial data to identify areas for the customer's highest need of focus and/or opportunity for return on investment

• Monitor the quality and integrity of customer's source system data. Perform analysis and suggest enhancements to the data being extracted from source systems

• Understand client wants/needs and work with company engineering team to suggest, design, and deliver product enhancements and solutions

SKILLS and ABILITIES and EDUCATION

• A minimum of seven (7) years in an account management (or similar) role with responsibility for delivering business and/or technical solutions

• Proven ability to retain revenues within existing accounts

• Extensive experience developing, nurturing, and maintaining both senior-level and end-user relationships

• Five (5) years of experience in project management and/or professional services. Strong understanding of project management methods, processes, standards, and tools. Able to manage multiple work plans, schedules, resources, and deliverables

• Strong written and verbal communication skills. Strong presentation and client interaction skills.

• Excellent organizational, time management, people management and influence skills

• Healthcare industry and/or hospital operations knowledge in Revenue Cycle, Patient Access or Managed Care Contracts

• Experience within a hospital accounting or operating environment or healthcare consulting firm

• Previous experience with a hosted analytics software solution or ASP based model a plus

• Bachelor's degree

• Microsoft Office suite (i.e., Microsoft Project, Excel, PowerPoint)

• Travel required (approximately 50%)

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