Customer Success Manager

Overview

Position Overview:

The Client Operations Team at HealthEdge proactively helps our customers understand and optimize the value customers receive from HealthEdge products and services. The Customer Success Manager (CSM) is a key member of that function and a part of our Client Operations team. In this role, you will develop a deep understanding of customer business models and become a subject matter expert in the day to day administration of your customers’ HealthEdge solutions.

HealthEdge is an agile and innovative 21st-century software company focused on providing next-generation, business-transforming technology products to the healthcare payor market. We enable our customers to radically innovate, drastically reduce costs, and efficiently address the business imperatives of the evolving healthcare economy.

The Product:

With HealthRules Payer, our integrated solutions suite includes the industry's leading, digital, next-generation claims administration processing system, business intelligence, integration capabilities, a unique to industry configuration and promotion application, and home and host processing support available on both public and private clouds. The fact is, a Core Administrative Processing System (CAPS) needs to do much, more more than just core administrative processing. That’s why HealthRules Payer has been ranked number one its class among CAP Solutions. Besides delivering 90%-97% first-pass auto-adjudication rates and 99%+ accuracy, it enables our customers to react swiftly to the latest regulatory shifts and competitive pressures. It opens the door to new value-based reimbursement models, benefits plans and provider contracts. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.

Our Care Solutions teamunites the powerful capabilities of GuidingCare and Wellframe to transform care delivery and member engagement in healthcare. GuidingCare excels in offering an integrated care management platform that streamlines workflows, enhances collaboration, and drives better health outcomes for members. Wellframe complements this by providing a digital care management solution that connects health plans with their members through personalized resources and support. Care Solutions empowers healthcare organizations with the technology to make smarter, faster decisions while fostering meaningful connections with members. Our Care Solutions create new standards of care management and member support, paving the way for a healthier, more connected future.

Your Impact:

• Primary Customer Contact: Act as the single point of contact for day-to-day account oversight and relationship management, ensuring a seamless customer experience.
• Production Activity Management: Oversee all production activities for HealthEdge’s customers through strong relationship-building, in-depth product knowledge, meticulous planning, and flawless execution.
• Inquiry Handling: Efficiently receive, respond to, and route product and service-related inquiries to the appropriate team members, ensuring timely and accurate resolutions.
• Problem Solving: Understand, analyze, and creatively solve challenging customer requests while setting and managing appropriate expectations.
• Cross-Functional Collaboration: Work closely with Product, Engineering, and Technical Support & Services teams to identify and track product improvement requests, troubleshoot issues, and resolve bugs.
• Escalation Management: Serve as the escalation point for all communications and issues, ensuring swift and effective resolution.
• Operational Metrics & Reporting:
• Oversee account operational metrics, reporting, and account delivery status.
• Communicate effectively with all stakeholders by gathering necessary information from respective team managers/leads.
• Prepare and conduct regularly scheduled communications with customer influencers and decision-makers.
• Identify potential risks to customer success and develop comprehensive risk mitigation plans.
• Maintain and update data in the system of record, including reporting, managing system configurations, and upgrading customer information.
• Customer Advocacy: Collaborate with Customer Success Executives and other leaders to perform customer business and operational reviews, driving increased customer satisfaction.
• Strategic Execution: Execute activities based on the strategic direction provided by Customer Success Executives.
• Voice of the Customer: Advocate for the customer within HealthEdge by interacting with key influencers and decision-makers, fostering positive and productive working relationships across departments.
• Risk Mitigation: Mitigate service risks and implement corrective action plans, advocating for the customer during planning sessions.
• Implementation Support: Partner with implementation project managers to ensure a smooth transition to production support during the stabilization phase, ensuring successful go-live and ongoing support.
• Travel: Occasionally travel to customer events or team meetings as needed.

What You bring:

• BA/BS or equivalent
• 5+ years, ideally in a consultative, strategic, and analytical customer-facing role
• Creative, high energy, self-starter comfortable running initiatives and programs independently within a “start-up paced” environment
• Experience with core IT infrastructure components and service concepts
• Clear questioning and active listening skills
• Focused on your customers and delivering the best experience for them
• Proactive mindset and intellectual curiosity to understand our customers
• Drive complex issues through analysis and resolution
• Thrive in working collaboratively and cross-functionally
• Strong presentation skills
• Excellent written and verbal communication skills
• Healthcare industry experience a plus
• Salesforce, ServiceNow, Tableau, and JIRA experience a plus

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the U.S.Type of Employment: Full-time, permanentFLSA Classification (USA Only): Exempt

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

**The annual US base salary range for this position is $100,000 to $125,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.