Customer Success Manager

Customer Success Manager

We are currently seeking a Customer Success Manager to join our team. From day one, this role will have the opportunity to make a difference for our customers, who represent the nation's premier healthcare systems. This position requires a driven professional who thrives in a collaborative environment - an innovator, who's number one goal is 100% customer retention, success and satisfaction.

The Customer Success Manager (CSM) has an essential role in developing and managing ongoing strategic partnerships with the MDaudit customer base. This role is responsible for building relationships with MDaudit customers in an effort to maintain a high level of customer satisfaction and loyalty. The CSM will identify opportunities to optimize and expand the use of the product. This position will collaborate with the Implementation, Support, Product, Finance and Sales teams to achieve customer success. The Customer Success Manager will advocate for their customers and work with customer decision makers to embrace change and expand the footprint within each product offering.

Because collaboration and relationship building is essential to the position, the ability to travel to our customers up to 25% is required.

Essential Duties and Responsibilities

Customer Satisfaction

• Year over year improvement of customer satisfaction (NPS)
• Regular updates to the Customer Health Analysis
• Apply risk metrics to customer activities to inform retention risk and strategy
• Manage goals related to retention and growth
• Advocate for the delivery of timely resolution for escalated account issues and product enhancements
• Conduct proactive, holistic reviews of customer accounts and collaborate to resolve any barriers to success
• Lead Executive Business Reviews with key stakeholders, focusing on outcomes and the tangible return on investment
• Provide regular customer updates to key MDaudit stakeholders
• Primary liaison between customers and MDaudit internal teams
• Collaborate with internal resources to ensure the highest level of service and delivery
• Effectively communicate product roadmap and engagement solutions to customers with passion and excitement

Customer Loyalty

• Establish and maintain strong relationships at a variety of levels within the customer organization, including decision makers, influencers, executive leadership, and end users
• Obtain customer commitments for participation in our reference program.
• Ongoing and proactive customer communication
• In conjunction with MDaudit Marketing and Sales teams, coordinate and influence participation at events to ensure customer is kept current on product and service offerings
• Encourage and influence customer participation in MDaudit Community events, councils and other industry related events
• Educate MDaudit customers on new offerings and releases.
• Drive the sales of MDaudit services, working with the implementation and finance teams
• Partner with the Growth Team to identify and support upsell opportunities
• Drive renewal success by crafting tailored strategies for each customer, aligning with the organization's retention and growth objectives
• Proactively own and manage the customer relationship and manage CHURN

Administration

• Ensure compliance with contract conditions, and SLAs
• Utilize Salesforce and other mission-critical tools to communicate and document customer interactions and information

Required Skills

• Exceptional interpersonal and customer engagement skills
• Ability to resolve problems independently
• Strong organizational skills
• Ability to influence stakeholders
• Ability to employ sound judgment to prioritize needs and tasks
• Demonstrated verbal and written communication skills
• Ability to concurrently manage multiple complex projects with high quality results
• Compliance and revenue cycle coding/auditing experience preferred
• Ability to be flexible and respond positively in dynamic environments

Education and Experience

• Four-year college degree
• 5+ years of customer success management work, including accountability of the overall relationship
• 4+ years of experience in a healthcare setting:
• Compliance; billing; auditing, coding, revenue cycle, accounting (hospital or professional)
• Understands healthcare data flow and associated risks
• Oversight of information systems-based projects
• Proven leadership and mentoring skills
• Executive-level decision-making and communication skills
• Excellent knowledge and skill using Microsoft Office Suite
• Experience using Salesforce

Salary Description $90,000 - $110,000

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process. AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate's qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.