Billing Oversight Customer Success Manager - RethinkBH

Rethink is the leading global provider of online research-based resources to support individuals with developmental disabilities. Our behavioral health platform () provides clinical tools, staff training and practice management for private ABA service providers. Due to autism insurance mandates sweeping the nation, our behavioral health division is experiencing unprecedented growth. 

Rethink Behavioral Health (a subsidiary of Rethink First) is in the digital wellbeing training in the workplace. Rethink Behavioral Health provides cloud-based treatment tools, training, and clinical support for individuals with developmental disabilities and their caregivers.  

The Customer Success Manager is responsible for customer retention and account growth with small and mid-sized behavioral health practices focused on the delivery of Applied Behavior Analysis (ABA) treatment to individuals with autism. The selected candidate will provide high-touch service to customers to ensure that Rethink products/services are meeting their needs, and to identify upsell/cross-sell opportunities.  

The ideal candidate will have experience as an ABA medical billing/Operations professional and be very comfortable learning new technologies to conduct online demonstrations with customers. 

Job Duties:  

• Meet and proactively drive to exceed quarterly and annual retention targets. 

• Identify account growth opportunities within an existing set of Billing customers, working closely with practice owners to showcase how the Rethink solution can support clinical and business needs. 

• Develop and maintain an exceptional knowledge of Rethink’s behavioral health solution and RCM services. 

• Oversee account metrics to anticipate customer issues and concerns. 

• Drive to close upsell/cross-sell opportunities by demonstrating understanding of current and long-term customer needs, proposing appropriate solutions to address identified customer needs, and consistently moving the customer toward commitment. 

• Resolve customer issues in an efficient, timely, and practical manner. 

• Serve as a customer advocate internally to ensure support tickets are being addressed quickly. 

• Collaborate with the Revenue Cycle Management team to provide customer updates and to address customer concerns. 

• Collaborate with the product team on identifying future product development priorities to drive account growth. 

• Manage customer satisfaction surveys and responses. 

• Complete and submit required reports such as forecasts, activity reports, and expense reports on a timely basis. 

• Enter and maintain data accurately into Salesforce.com including meetings, contacts, updates and forecasts. 

• Use Teams to conduct effective online meetings. 

Characteristics: 

• Track record of exceeding quota or showing significant annual year over year growth. 

• Experience in behavioral health and ABA medical billing 

• Excellent verbal and written communication skills. 

• Strong customer relationship management skills. 

• Ability to position Rethink solutions and communicate key messages to practice owners and key decision makers. 

• Self-motivated individual who thrives on doing a job well and has the initiative and drive to excel. 

• Ability to effectively prioritize, organize, and perform a variety of concurrent tasks. 

• Proficiency with Microsoft Excel, Word, and PowerPoint applications. 

• Experience utilizing electronic medical billing platforms.

• Experience using Salesforce.com and Gainsight are desirable. 

Requirements: 

• Bachelor's degree in psychology, education, business or related field 

• Must be comfortable working with technology and fluent in Microsoft Office 

• Experience with autism/ABA/ABA billing 

• Experience working with a SaaS (software) company highly preferred 

Location: Remote opportunities are available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IA, IL, IN, KY, LA, MD, MA, MI, MN, MO, MT, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI, WY 

Our commitment to an inclusive workplace 

RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Accommodations are available for applicants with disabilities. 

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