Customer Success Manager - Ambulatory

About the Role

Impact you will make

The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.

What you will do

• Adopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include:
• Gainsight
• Salesforce
• FinThrive Analytics
• Capture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
• Responsible for creating an account plan and Customer growth strategy in collaboration with Sales Executives
• Internally document at risk mitigation plans
• Provide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) status
• Own that the CSM is a key role in Customer satisfaction and performance
• Accept responsibility/accountability for responding to all assigned Customer issues and tasks
• Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to the utilization and integration
• Manage all renewals and accurate listing of contract expiration dates and notification requirements
• Protect existing revenue and monthly analysis of revenue variances
• Serve as internal escalation point for issues regarding a customer’s contract or invoices
• Conduct annual reviews quarterly pulse checks with customers
• Possess a full and complete understanding of the internal control requirements within their area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followed
• Meet and exceed quarterly and annual Customer revenue targets
• Comply with renewal process and meeting or exceeding annual renewal targets
• Identify growth opportunities within assigned Customer base
• Secure and increase references
• Foster high response rate and positive KLAS and Net Promoter survey scores
• Ensure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travel
• Manage escalations from assigned customers

What you will bring

• Bachelor’s Degree
• 3+ years’ work experience in Ambulatory Customer Success Management
• Executive presence and presentation skills
• Work autonomously, independently and as part of a team for collaboration
• Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Experience interfacing with both internal team members and external Customers, as part of a solutions-based team
• Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
• Proactive self-starter. Autonomy and ownership of territory. Hustle
• Collaborative team player. Quick learner
• Travel: Up to 40-60%

What we would like to see

• Experience in healthcare RCM
• Knowledge of FinThrive products and services or competitors
• Knowledge of the healthcare industry, specifically revenue cycle management
• Experience using Gainsight
• Involvement with HFMA