United States onlyAt GHX, the Customer Success team is focused on delivering customer value and satisfaction to drive operational excellence, sales, renewals, and upsells. The Customer Success Manager II will be responsible for leading the development and successful execution of customer specific account plans with a subset of GHXs customers. The CSM II will own driving an increase in overall utilization of GHX solutions and services within their customer base. As a CSM II you will serve as an industry expert and provide valuable product and process insights that will drive customer value and connect users with best practice.
The Customer Success Manager will continuously improve customer satisfaction levels and ensure customer retention and upsell readiness. As a CSM II you will be responsible for developing, documenting and executing customer goals, reviewing progress with customers through a consistent cadence. As a CSM you will continually look for ways to improve a customer’s operation. As a CSM you own the identification of opportunities to upsell additional GHX products. The CSM will work cross functionally within GHX to drive outcomes for the customer and cross functionally with their customers to provide value to users at all levels of a customer’s organization.
A successful candidate will be an exceptional communicator, creative problem-solver with a client-first mentality who is comfortable working in a fast-paced environment. They will share a passion for continual learning, value creation and education in service to driving product utilization and customer stratification.
Desired Outcomes:
Achieve KPIs surrounding premium product utilization
Increase premium revenue through development of the managed services offerings
Customer satisfaction that leads to successful renewal of contracted services
Manage account portfolio to ensure scalability and profitability of premium offerings and procedures
Competencies:
- Efficient Time Management - manage multiple accounts and multiple priorities within these accounts
- Strong Relationship Building Skills – easily navigate large and complex organizations
- Collaborative Attitude - work well in a team environment
- Effective Communication - excellent phone, written, webinar and presentation skills to multiple levels of leadership with customers as well as internal teams
- Problem Solving - Turn customer needs and problems into opportunities to discover new solutions and build the Vendormate brand
- Flexibility – adapt well in a fast paced, growing and innovative environment. Must be able to adjust to changes in both internal and external customer needs
Responsibilities:
- Project Management
- Develop and execute strategies to improve customer satisfaction and profitability
- Proactively review and update Salesforce for accuracy and efficiency
Relationship Building
- Develop relationships across all customers at various levels in organization
- Develop references for GHX solutions
- Develop opportunities to create white papers and case studies
Collaboration
- Work with Implementation Team to insure effective delivery of solutions
- Work with First Source and other internal teams to deliver value to suppliers and providers and increase adoption of GHX’s recommended practices
- Assist in the creation and maintenance of reference materials
- Provide market feedback on current solution capabilities
- Provide market feedback on customer challenges and needs
- Document all necessary facts and communications in Salesforce
- Coordination with Team for new opportunities
- Conduct product demonstrations with customers
- Communicate capabilities of GHX offerings to customers
Required Qualifications:
- Bachelor’s degree required, in technical, business, or management discipline preferred\
- 2+ years prior account management, sales, and/or consulting experience preferred
- Prior healthcare experience is preferred
- Thorough knowledge of Microsoft Office, particularly Excel
- Experience in Salesforce or other CRM preferred
- Strong technical skills; ability to learn and explain software systems to end-users
- Strong analytical and problem solving skills
- Ethical, enthusiastic, and results-driven attitude
- Clear and effective verbal and written communication and presentation skills
The compensation for this role is: $67,000- $89,500
The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary based on various factors, such as the candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/
GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
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