Customer Success Manager

Job Description

Job Description

Description

At Hallmark Health Care Solutions, what we do and how we do it go hand in hand. We bring a relentless focus to both our products and our people—grounded in curiosity, a bias for action, accountability and ownership, strong judgment, and a willingness to challenge the status quo in pursuit of better outcomes.

Hallmark Health Care Solutions is led by passionate experts with an average of 20+ years’ experience in IT, nursing, process engineering, finance, and healthcare. We are committed to strengthening communities by producing technologies, support services, and thought leadership that tangibly improve patient care and community health outcomes.  

 

Hallmark Healthcare Solutions, Inc. (HHCS) is seeking a Customer Success Manager to lead the post-go-live support of our Physician Enterprise Suite. The Customer Success Supervisor serves as a client relationship owner, team coach, operational leader, and senior escalation point for complex compensation, data, reporting, calculation, and system configuration issues.

 

What You’ll Do

• 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.

What We’re Looking For

• 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.

The Perks

• Medical, Dental, and Vision Insurance with Employee Premiums Covered by HHCS at 100% and Company Cost Share for any Dependents Enrolled 
• $3000 Annual Company Contributions to HSAs for all Employees Enrolled in the HSA Eligible Health Plan
• Unlimited Paid Time Off
• Pre-Tax and Roth 401(K) Retirement Options
• On-Site Gym, Free Parking, and Provided Lunches 3 Times per Week in the Dallas Office!

Hallmark Health Care Solutions, Inc is an Equal Opportunity Employer. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. HHCS reserves the right to amend the job description, duties or qualifications based on company needs. 

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