Customer Success Manager responsible for existing customers in a SaaS environment, driving adoption and ensuring long - term customer relationships through onboarding and optimization.
About the role
- Client Success Manager optimizing revenue cycle in healthcare for clients. Building relationships to enhance client satisfaction and drive metrics-based improvements in service delivery.
Responsibilities
- Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
- Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
- Effective demonstration of Waystar’s value proposition with key influencers and decision makers to include but not limited to client’s Directors and Managers
- Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
- Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
- Effective demonstration of Waystar’s RCM technologies
- Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
- Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
- Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
- Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
- Provide ongoing training and development
- Manage daily activity within Salesforce CRM system
- Perform other duties and projects as assigned by Client Success leadership
Requirements
- 4-year bachelor’s degree
- 3 + years of analyst/project management/account management experience in healthcare software or consulting environment
- Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
- Project management experience (e.g. lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc . )
- Understand the vocabulary used in a healthcare and revenue cycle operations
- Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues
- Ability to execute and prioritize a large number of tasks in a fast-paced environment
- Ability to work independently and to participate in cross-functional teams
- Possess process and change management skills
- Subject matter expertise and dedication to remaining current with industry changes
- Outstanding communication (written and oral) and interpersonal skills
- Proficient in Microsoft Office applications , specifically Excel , PowerPoint , and Word
- Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
- Excellent phone and presentation skills
- SQL experience/knowledge strongly preferred
- Ability and willingness to travel up to 75 % of the time to client sites, corporate meetings, and conferences/seminars
Benefits
- Competitive total rewards (base salary + bonus, if applicable)
- Customizable benefits package (3 medical plans with Health Saving Account company match)
- Generous paid time off for non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
- Flexible time off for exempt team members + 13 paid holidays
- Paid parental leave (including maternity + paternity leave)
- Education assistance opportunities and free LinkedIn Learning access
- Free mental health and family planning programs, including adoption assistance and fertility support
- 401(K) program with company match
- Pet insurance
- Employee resource groups
Job title
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Not specified
Degree requirement
Tech skills
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