Customer Success Manager
Direct Recruiters
Job Description Client Summary:
Required Experience and Qualifications:
- Ranked No. 318 on the Inc. 5000 list of fastest-growing U.S. companies.
- Solutions used by 100,000+ healthcare professionals across 4,000+ facilities in all 50 states.
- Delivered $100M+ in client cost savings and revenue gains.
- Calculated nearly $5B in physician compensation to date.
- Provides labor management, compensation, and contract management technologies.
- Team has deep expertise in IT/HIT, nursing, process engineering, finance, and healthcare.
- Focuses on solving challenges for hospitals, health systems, medical groups, and long-term care organizations.
- Offers intelligent, simple workforce solutions and shares updates on industry trends and challenges.
- Develop and maintain a complete understanding of the Physician Enterprise solutions, including system functionality, data flows, reporting, configuration, and calculation logic.
- Supervise, coach, and support Customer Success Specialists, providing guidance on prioritization, issue resolution, client communication, and performance.
- Manage the transition and handoff of clients from Implementation to Customer Success, ensuring all requirements, configurations, documentation, and outstanding issues are clearly communicated.
- Provide hands-on support by troubleshooting client-reported issues related to provider compensation calculations, data accuracy, reporting, and system configuration.
- Investigate discrepancies, validate data and calculation results, perform root cause analysis, and recommend corrective and preventive solutions.
- Monitor team workloads, support request volumes, issue aging, and compliance with established service-level agreements.
- Build and maintain strong relationships with client stakeholders and lead regular client check-ins and operational reviews.
- Coordinate with Project Management, Business Analysis, Product, Engineering, Quality Assurance, and Implementation teams to resolve complex issues.
- Participate in User Acceptance Testing, regression testing, release validation, and post-release support.
- Ensure support cases, client decisions, project plans, resolutions, and recurring issues are documented accurately and timely.
- Identify customer health risks, recurring issues, and process improvement opportunities, and take proactive action to prevent escalations.
- Support customer satisfaction, retention, and renewal readiness through proactive engagement and effective issue management.
Required Experience and Qualifications:
- Bachelor's degree in business, Healthcare Administration, Finance, Accounting, Information Systems, or a related field preferred.
- Minimum of 5 years of experience in customer success, client support or implementation in the provider compensation, or healthcare finance space.
- Previous experience supervising, coaching, mentoring, or leading team members.
- Strong understanding of provider compensation methodologies, data validation, reporting, and calculation processes.
- Strong analytical and problem-solving skills with the ability to investigate complex data and system issues.
- Experience managing multiple clients, priorities, deadlines, and escalations in a fast-paced environment.
- Strong attention to detail, organizational skills, and follow-through.
- Excellent written and verbal communication skills with a client-focused approach.
- Proficiency in Microsoft Excel, Word, PowerPoint, and project or support-management tools.
- Ability to work independently and collaborate effectively across departments.
Vacancy posted 2 hours ago
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