Customer Success Advisor

What you will be doing:

Remitra is passionate about improving the health of communities through the digitization and automation of the Procure to Pay Process. The aim is to help healthcare systems, and their suppliers save costs, improve cash flow, and enable administrative efficiencies that lead to better patient care and outcomes.

The Customer Success Advisor role will become the trusted advisor to some of our largest clients. The Customer Success Advisor will support the planning, execution, and oversight of account management at existing members/customers by identifying and capitalizing on opportunities for process improvement in the accounts payable department, utilizing relationships with the member and Premier team to optimize usage of Electronic Invoicing and Purchase Order solutions. This position will work closely with assigned members (hospitals and health systems) to maintain a full understanding of their operations and their current state to successfully assist them in expanding Premier product lines and services. They will be responsible for interpreting member’s data to determine initiatives that will address the improvement of their business processes and ensure customer satisfaction.

This position works in collaboration with other field Region Specialists, ERP teams, client services, product management, operations, and new business development to ensure customer service and value provided exceeds customer expectations. They will work closely with the Premier Integrated Account Team to ensure coordinated account planning and maximize customer value from the Premier relationship.

Key Responsibilities

Responsibility #1– 85%

Account Management

• Develop working knowledge of EIPP services of business and products to include: 1) OCR invoicing 2) ePayables 3) Duplicate invoices and recoveries 4) Statement Reconciliation
• Support account planning process and assist with the development of a EIPP improvement plan at each member. Ensure plans are updated monthly with identified and implemented metrics and shared with member
• Position Premier as a strategic partner versus a supplier and be viewed as a Trusted Advisor by key member contacts:
- Work with account team to understand members strategy, goals, and key performance indicators.

- Specifically, understanding accounts payable related goals (savings, performance goals, etc.)
• Participate in strategic account planning in conjunction with RD, Field VP, and other customer stakeholders
• Work with account team to provide executive friendly savings & financial updates for inclusion in Quarterly Business Reviews and recurring update meetings
• Cultivate relationships with the accounts payable team, accounts payable leadership and other department leaders (Finance, supply chain, etc.)
• Maintain a thorough understanding of all the revenue driving and value add products and services offered to the membership
• Become a proficient user of EIPP tools and Accounts Payable ERP application, focusing on the timeliness and accuracy of customer data and analytics. Become familiar with customer data to optimize interpretation of analyses.
• Provide ongoing support of analytics that are in alignment with roll out and members’ accounts payable plan
• Effectively manage issues with member and supplier customers to:

- Collect and document issues

- Probe and scale for urgency

- Resolve, communicate, or escalate to Operations Manager - EIPP or VPs and stakeholders along with recommendations
• Educate customers on how to run reports, perform analysis, and identify opportunities in conjunction with client services if appropriate
• Participate in the development of new and innovative approaches to maximize customer value/satisfaction and grow the business.

Responsibility #2 – 10%

Administrative

• Ensure smooth and effective operations between company and member
• Update monitoring and tracking tools, administrative reports such as salesforce.com, time and expense reports
• Understand organizational structure and all product offerings

Responsibility #3 – 5%

Project Management

• Assist with product implementation service delivery (overall project management)
• Work with implementation teams to understand project plan and work plan details including timelines, tasks, resources, etc. to assist with successful implementation with the customer
• Work with key stakeholders to understand project requirements and expectations
• May lead problem resolution to ensure customer expectations are met

​Required Qualifications

Work Experience:

Education:

Preferred Qualifications

Skills:

• Healthcare

• Business analytics

• Accounts Payable

• Relationship Development

Experience:

• Ability to prepare and analyze financial data utilizing Excel, Access, PowerPoint, and Premier tools to provide KPI’s, metrics, rebates and/or accounts payable performance improvement opportunities.
• Ability to conduct/facilitate management level discussions to identify their needs and translate how Premier can support their efforts through existing or new products.
• Customer Centric with an ability to manage tickets through Salesforce or CRM
• Develop technical requirements and work closely with developers to create solutions
• Strong knowledge of Accounts Payable issues surrounding the market of health systems in which they serve.

Additional Job Requirements:

• Remain in a stationary position for prolonged periods of time

• Be adaptive and change priorities quickly; meet deadlines

• Attention to detail

• Operate computer programs and software

• Ability to communicate effectively with audiences in person and in electronic formats.

• Day-to-day contact with others (co-workers and/or the public)

• Making independent decisions

• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions

Employees also receive access to the following benefits:

·Health, dental, vision, life and disability insurance

·401k retirement program

·Paid time off

·Participation in Premier’s employee incentive plans

·Tuition reimbursement and professional development opportunities

Premier at a glance:

• Ranked #1 on Charlotte’s Healthiest Employers list for 2019, 2020, 2022, and 2023 and 21st Healthiest Employer in America (2023)

• ​Named one of the World’s Most Ethical Companies® by Ethisphere® Institute for the 16th year in a row

• Modern Healthcare Best in Business Awards: Consultant - Healthcare Management (2024)

• The only company to be recognized by KLAS twice for Overall Healthcare Management Consulting

For a listing of all of our awards, please visit the Awards and Recognition section on our company website.

Employees receive:

• Perks and discounts

• Access to on-site and online exercise classes

Premier is looking for smart, agile individuals like you to help us transform the healthcare industry. Here you will find critical thinkers who have the freedom to make an impact. Colleagues who share your thirst to learn more and do things better. Teammates committed to improving the health of a nation. See why incredible challenges require incredible people.

Premier is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to unlawful discrimination because of their age, race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, gender expression, marital status, familial status, pregnancy status, genetic information, status as a victim of domestic violence, covered military or protected veteran status (e.g., status as a Vietnam Era veteran, disabled veteran, special disabled veteran, Armed Forces Serviced Medal veteran, recently separated veteran, or other protected veteran) disability, or any other applicable federal, state or local protected class, trait or status or that of persons with whom an applicant associates. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. In addition, as a federal contractor, Premier complies with government regulations, including affirmative action responsibilities, where they apply. EEO / AA / Disabled / Protected Veteran Employer.

Premier also provides reasonable accommodations to qualified individuals with a disability or those who have a sincerely held religious belief. If you need assistance in the application process, please reply to[email protected]or contact Premier Recruiting at 704.816.5200.

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