Success Manager

Success Manager

USA Remote - Nashville, TN 37203

Overview

Position Type Full Time Job Shift Day Education Level 4 Year Degree Travel Percentage Negligible

Description

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare's #1 platform. We streamline everyday tasks while improving performance, engagement, and safety fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you'll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We're proud of our values-forward culture that offers our people:

• Mission-oriented work
• Diverse and inclusive culture
• Competitive Compensation & Bonuses
• Comprehensive Insurance Plans
• Mental and Physical Health Support
• Work-from-home flexibility
• Fitness Center Reimbursements
• Streaming Good time off for volunteering
• Wellness workshops
• Buddy Program for new HealthStreamers
• Collaborative work environment
• Career growth opportunities
• Continuous learning opportunities
• Inspiring workspaces to collaborate and connect with other HealthStreamers
• Free employee parking at our Resource Centers in Nashville and San Diego

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Information

Position Overview

The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals.

Key Responsibilities

• Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
• Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
• Utilizes data to analyze product utilization and adoption
• Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth
• Maintains Salesforce case documentation of customer engagement activities to ensure service continuity
• Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers
• Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success
• Collaborates with implementations teams to develop onboarding plans for assigned products
• Collaborates with sales and other Success Managers on account renewal strategy
• Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer
• Collaborates with product, development, and content teams to develop customer facing materials for assigned products
• Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers
• Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
• Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers
• Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI
• Collaborates with onboarding teams to develop onboarding plans for assigned products

Qualifications

Requirements

• Experienced professional with a minimum of a Bachelors degree in healthcare, business, or technical field
• Minimum 3 years in a customer service/sales or related role
• Experience in healthcare organization preferred
• Experience with HealthStream products from an administrator level is a plus
• Experience in a SaaS business desirable
• Experience with Salesforce is desirable

Qualifications

• Proficiency in use of Microsoft Office Products
• Excellent verbal and written communication skills
• Understanding of data and its application to defining customer success
• Technical acumen to support development of an in-depth understanding of assigned products/solutions
• Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption
• Seek guidance from more experienced team members when encountering new/challenging situations
• Effectively present information to management, customer groups, and HealthStream internal stakeholders
• Collaborate as part of a team to optimize solutions and a seamless delivery approach
• Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
• Utilize data to demonstrate customer performance to desired outcomes
• Coordinate activities across a number of customer accounts
• Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
• Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
• Travel up to 20%, staying overnight as needed to meet customer and internal company needs.
• Seek guidance from more experienced team members when encountering new/challenging situation

Compensation

Non-sales Commission roles:

• The salary range for this position is $70,351 - $89,947. Salary will be determined on the candidate's level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.

Benefits

• Medical, Dental and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Short- and Long-Term Disability
• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement

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