Position Overview:
The Customer Success Manager (CSM) will be responsible for executing customer strategy for an assigned book of business and will operate as the data-to-day customer lead. This individual will drive operational excellence and cultivate partnerships internally and externally of assigned customers, striving to maximize the impact and value of Wellframe’s digital health management solutions.
The CSM will be part of the Customer Success team, report to the Executive Customer Partner and collaborate closely with teams across the organization to include Sales, Product, Engineering, Digital Adoption and the Data and Analytics teams to achieve customer goals. The position’s success measures will include client satisfaction, advocacy, adoption, and retention.
About Care Solutions:
Our Care Solutions team unites the powerful capabilities of GuidingCare and Wellframe to transform care delivery and member engagement in healthcare. GuidingCare excels in offering an integrated care management platform that streamlines workflows, enhances collaboration, and drives better health outcomes for members. Wellframe complements this by providing a digital care management solution that connects health plans with their members through personalized resources and support. Care Solutions empowers healthcare organizations with the technology to make smarter, faster decisions while fostering meaningful connections with members. Our Care Solutions create new standards of care management and member support, paving the way for a healthier, more connected future.
Your Impact:
Develop and maintain strong relationships with key customer stakeholders Lead regular and project specific customer meetings Drive Best Practice implementation to include member marketing, platform configurations, workflows and collaborating with internal SME’s Track customer key performance indicators (KPIs); create and maintain Success Scorecards Leverage customer data to provide clear, informative, and relevant information to drive improvements and solve complex problems Support Customer Partners with the development of customer QBR and strategy meeting execution Act as support between customer and implementation team for new implementations or current customer expansion opportunities. Intake customer service requests, product inquiries and system errors; resolve when possible or escalate to the appropriate delivery teams for next-level activities Advocate for customer needs internally across the business Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience Develop strong, collaborative relationships internally and externally Maintain up to date customer documentation Participate in Client Success Team collaboration sessions; create case studies, artifacts, or tools to support continuous learning and knowledge sharing Performing all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PIIWhat You Bring:
5-8+ years of relevant work experience leading customer accounts Bachelor’s Degree or equivalent experience demonstrating account management and project management skills in a technical environment 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, informed, and 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, tact, and diplomacy Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities Excellent meeting management and facilitation skills Experience with data analytics and tools such as Looker or Tableau Healthcare industry experience a plus Salesforce, ServiceNow, and JIRA experience a plus 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, willing, and able to roll up your sleeves to help solve unique business problems in ambiguous and shifting conditions A team player who thrives in collaborative environments while being very results drivenHealthEdge 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: While HealthEdge is located in Burlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanent
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 employee is occasionally required to move 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 periods of 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.
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