Customer Success Manager

at HealthEdge Software Inc in Dover, Delaware, United States
Overview Overview: The ClientOperationsTeam atHealthEdgeproactively helps our customers understand andoptimizethe value customers receive fromHealthEdgeproducts and services. TheCustomer SuccessManager( CSM )is a key member of that functionand a part of ourClientOpreationsteam.In this role, you will develop a deep understanding of customer business models and become a subject matter expert in theday to dayadministration of your customers'HealthEdgesolutions.
HealthEdgeis an agile and innovative 21st-century software company focused onprovidingnext-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.
The Product: With Source ,we'rechanging the industry narrative,providinga moreholistic approachto payment integrity that focuses on comprehensive reimbursement, agile editing, and integrated analytics. Our interoperable, cloud-based solution is modular to meet a health plan's needs today and extensible to grow with their organization over time-bringing disparate parts of a payer's organization together for improved accuracy and insights. The Source platform offers the ability for clients to unlock transformation at the reimbursement, payment integrity, and enterprise level. Our Reimbursement Transformation features Medicare and Medicaid content coupled with flexible contract configuration capabilities for Commercial lines of business. Payment Integrity Transformation includes rich editing libraries with history-based capabilities, easy development of customized edits, and improved transparency to reduce vendor dependency and increase control. As a complete solution, clients can achieve Enterprise Transformation, where root-cause issues areidentifiedand addressed upstream, and all aspects of claims operations are centralized for comprehensive business intelligence. The complete suite of solutions fromHealthEdgedelivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.
What you will do : + Intake customer service requests, product inquiries and system errors; resolve when possible or escalate to theappropriate deliveryteams for next-level activities
+ Leverage customer data toprovideclear,informativeand relevant information to drive improvements and solve complexproblems
+ Track customer key performance indicators (KPIs); create andmaintainSuccess Scorecards
+ Coach customers onHealthEdgebest practices and advocate for customer needs withinHealthEdge
+ Communicate consistently and proactively with customers to address their needs;anticipatepotential concerns and ensure a great customer experience
+ Develop strong, collaborative, relationships internally and externally
+ Providepeer support and/or mentoring to Client Success Team members
+ Participate in Client Success Team collaboration sessions; create case studies,artifactsor tools to support continuous learning and knowledgesharing
+ Performing all job functions consistent withHealthEdgepolicies and procedures, including those which govern handling PHI and PII
+ Identifyvalue add business development opportunities;provideleads to Account Executives
+ Responsible forProduct/SaaSissue management, escalations and CCB
+ Mitigates service risks and implements corrective action plans
+ Advocates for the customer during corrective action planning
What you bring : + 8+ years of relevant work experience
+ Bachelor's Degree or equivalent experiencedemonstratingproject management and customer service skills in a technical environment
+ Experience with core IT infrastructure components and service concepts
+ Experience collaborating with cross-functional teams through high-priority and time-sensitive issues
+ Demonstrated ability to communicate with a wide range of internal and client stakeholders(including executive leadership)through clear,informedand relevant communications (verbal and written)
+ Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies
+ Ability to convey difficult messages with confidence,tactanddiplomacy
+ Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities
+ Excellent meeting management and facilitation skills
+ Healthcare industry experience a plus
+ Salesforce, ServiceNow, and JIRA experience a plus
Brass Tacks: You are someone whodemonstrates:
+ The ability to use data to enable insightful communications and inform business decisions
+ A natural strength at building relationships and an ability to actively listen
+ A fundamental mindset to be flexible and resilient systems thinker – ready,willingand able to roll up your sleeves to help solve unique business problems in ambiguous and shiftingconditions
+ A team player attitude and a commitment to "win, win" negotiations and blameless improvement collaborations
HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. Geographic Responsibility: WhileHealthEdgeis located inBurlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanent
FLSA Classification ( USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
+ The employeeis occasionally required tomove around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
+ Work across multiple time zones in a hybrid or remote work environment.
+ Long periodsof time sitting and/or standing in front of a computer using video technology.
+ May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required . HealthEdge reserves the right to modify , add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990 . Candidates may be required to go through a pre-employment criminal background check. HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. #LI- Remote Job Locations US-Remote ID ******** Category Hidden (29004) Position Type Full-Time HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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