Note: The job is a remote job and is open to candidates in USA. MDaudit provides a platform that maximizes revenue for healthcare organizations. The Customer Success Manager develops and manages strategic customer partnerships, drives satisfaction, retention, loyalty, and growth, and collaborates with internal teams to optimize product adoption and resolve customer needs.
Responsibilities
- Year over year improvement of customer satisfaction (NPS)
- Regular updates to the Customer Health Analysis
- Apply risk metrics to customer activities to inform retention risk and strategy
- Manage goals related to retention and growth
- Advocate for the delivery of timely resolution for escalated account issues and product enhancements
- Conduct proactive, holistic reviews of customer accounts and collaborate to resolve any barriers to success
- Lead Executive Business Reviews with key stakeholders, focusing on outcomes and the tangible return on investment
- Provide regular customer updates to key MDaudit stakeholders
- Primary liaison between customers and MDaudit internal teams
- Collaborate with internal resources to ensure the highest level of service and delivery
- Effectively communicate product roadmap and engagement solutions to customers with passion and excitement
- Establish and maintain strong relationships at a variety of levels within the customer organization, including decision makers, influencers, executive leadership, and end users
- Obtain customer commitments for participation in our reference program
- Ongoing and proactive customer communication
- In conjunction with MDaudit Marketing and Sales teams, coordinate and influence participation at events to ensure customer is kept current on product and service offerings
- Encourage and influence customer participation in MDaudit Community events, councils and other industry related events
- Educate MDaudit customers on new offerings and releases
- Drive the sales of MDaudit services, working with the implementation and finance teams
- Partner with the Growth Team to identify and support upsell opportunities
- Drive renewal success by crafting tailored strategies for each customer, aligning with the organization’s retention and growth objectives
- Proactively own and manage the customer relationship and manage CHURN
- Ensure compliance with contract conditions, and SLAs
- Utilize Salesforce and other mission-critical tools to communicate and document customer interactions and information
Skills
- Because collaboration and relationship building is essential to the position, the ability to travel to our customers up to 25% is required
- • Exceptional interpersonal and customer engagement skills
- • Ability to resolve problems independently
- • Strong organizational skills
- • Ability to influence stakeholders
- • Ability to employ sound judgment to prioritize needs and tasks
- • Demonstrated verbal and written communication skills
- • Ability to concurrently manage multiple complex projects with high quality results
- • Ability to be flexible and respond positively in dynamic environments
- • Four-year college degree
- • 5+ years of customer success management work, including accountability of the overall relationship
- • 4+ years of experience in a healthcare setting:
- • Compliance; billing; auditing, coding, revenue cycle, accounting (hospital or professional)
- • Understands healthcare data flow and associated risks
- • Oversight of information systems-based projects
- • Proven leadership and mentoring skills
- • Executive-level decision-making and communication skills
- • Excellent knowledge and skill using Microsoft Office Suite
- • Experience using Salesforce
- • Compliance and revenue cycle coding/auditing experience preferred
Benefits
- An amazing platform that maximizes revenue for thousands of healthcare organizations across the country
- Commitment to diversity and building an inclusive team
- Career growth and advancement opportunities
- An on-demand learning program
- Remote Cooking Classes, Yoga Sessions, and Mixology Classes
- Medical, Dental & Vision Coverage
- 401K with company match
- Unlimited vacation policy
- Peer Nominated Awards & Recognition
Company Overview