Customer Success Manager

HealthEdge is an agile and innovative software company focused on providing next-generation technology products to the healthcare payor market. The Customer Success Manager will act as the primary contact for customers, ensuring a seamless experience by managing relationships, overseeing production activities, and collaborating with cross-functional teams to address customer needs and drive satisfaction.

Responsibilities:

• Act as the single point of contact for day-to-day account oversight and relationship management, ensuring a seamless customer experience
• Oversee all production activities for HealthEdge’s customers through strong relationship-building, in-depth product knowledge, meticulous planning, and flawless execution
• Efficiently receive, respond to, and route product and service-related inquiries to the appropriate team members, ensuring timely and accurate resolutions
• Understand, analyze, and creatively solve challenging customer requests while setting and managing appropriate expectations
• Work closely with Product, Engineering, and Technical Support & Services teams to identify and track product improvement requests, troubleshoot issues, and resolve bugs
• Serve as the escalation point for all communications and issues, ensuring swift and effective resolution
• Oversee account operational metrics, reporting, and account delivery status
• Communicate effectively with all stakeholders by gathering necessary information from respective team managers/leads
• Prepare and conduct regularly scheduled communications with customer influencers and decision-makers
• Identify potential risks to customer success and develop comprehensive risk mitigation plans
• Maintain and update data in the system of record, including reporting, managing system configurations, and upgrading customer information
• Collaborate with Customer Success Executives and other leaders to perform customer business and operational reviews, driving increased customer satisfaction
• Execute activities based on the strategic direction provided by Customer Success Executives
• Advocate for the customer within HealthEdge by interacting with key influencers and decision-makers, fostering positive and productive working relationships across departments
• Mitigate service risks and implement corrective action plans, advocating for the customer during planning sessions
• Partner with implementation project managers to ensure a smooth transition to production support during the stabilization phase, ensuring successful go-live and ongoing support
• Occasionally travel to customer events or team meetings as needed

Requirements:

• BA/BS or equivalent
• 5+ years, ideally in a consultative, strategic, and analytical customer-facing role
• Creative, high energy, self-starter comfortable running initiatives and programs independently within a 'start-up paced' environment
• Experience with core IT infrastructure components and service concepts
• Clear questioning and active listening skills
• Focused on your customers and delivering the best experience for them
• Proactive mindset and intellectual curiosity to understand our customers
• Drive complex issues through analysis and resolution
• Thrive in working collaboratively and cross-functionally
• Strong presentation skills
• Excellent written and verbal communication skills
• Healthcare industry experience a plus
• Salesforce, ServiceNow, Tableau, and JIRA experience a plus