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, overseeing account management, ensuring customer satisfaction, and collaborating with various teams to address customer needs and improve service delivery.

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