Customer Success Manager

Job Description Summary The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints, identifying sales opportunities associated with customer enquiries, providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution. Responsibilities Manage a book of business of Enterprise level customers, ensuring customer satisfaction, retention and same-store sales growth. Consultant and subject matter expert to assigned customers, providing customized strategic planning to drive achievement of business objectives through policy and process development. Primary point of contact to resolve both acute and systemic issues, ensuring long-term resolution. Identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions and use effective approaches for choosing a course of action. Serve as the customer advocate, working directly with development to champion enhancements that will drive customer improvements and efficiencies. Create efficiencies for Providers through upselling additional features and products within the Brightree Patient Collections suite of solutions. Work closely and collaboratively with other Account Managers on program enhancements as it relates to the customer base and software solution. Collaborate with other Brightree/ResMed employees as needed to provide network-wide solutions. Demonstrate solution-selling skills, identifying areas where the customer can make use of product enhancements and features provided by BPC. Qualifications and Experience Two or four year college degree or equivalent experience. 2-4 years of proven account management/B2B sales experience or other related experience. Demonstrated ability to communicate, present and influence effectively across all levels of management, including C-level. Advanced knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint). Proven ability to manage multiple projects at a time while maintaining a strict level of attention to detail. Professional and personable disposition – excellent communication skills, both oral and written. Availability for Monday–Friday 8:00 a.m. – 5:00 p.m. with rotating coverage until 6:00 p.m. Ability to travel. Experience in HME/DME Industry, Medical Billing. Salesforce experience. Benefits Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for a comprehensive benefits package including medical, vision, dental, life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days, and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Compensation The current base range for this position is $77,000 – $94,000. #J-18808-Ljbffr Resmed