(US) Customer Success Manager - Health Plan - 12 Month Contract
Remote, USA
Acute & Payer – Customer Success /
Contract /
Remote
Health Plan Customer Success Managers are responsible for providing world-class strategic partnerships to our end clients. This role will serve as a trusted advisor to the customer, ensuring a deep knowledge of the customers’ business enabling us to provide value added solutions. This CSM should possess Health Plan domain knowledge as well as a strong understanding of how Health Plans operate to facilitate an optimal CSM-customer partnership. Clinical delivery or applications experience is a bonus.
Customer Success Managers for Health Plan ensure optimal adoption of Collective Medical’s technology, align our product’s capabilities with organizational goals, and maintain long term strategic relationships. In this role you serve as the primary point of contact with responsibilities that include:
· Identification of performance improvement opportunities and scaling out best practices,
· building long-term account plans and execution,
· Identification of training + education needs,
· reconciling business and product challenges,
· working with the market leadership on market or other relevant initiatives,
· providing ongoing consultative support
Day-to-day responsibilities include:
- Own strategic partnerships with clients, acting as the primary point of contact
- Proactively identify customer performance improvement opportunities leveraging robust data
- Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration
- Act as a trusted advisor to our customers to drive solution adoption, ensure they’re aligned to operational priorities and driving quantifiable value
- Develop and deliver product utilization narratives such that customers understand their return on investment, and identify new opportunities for adoption + value realization
- Maintain customer engagement levels and support customer NPS scores
- Maintain an understanding of Collective’s products & services, industry knowledge and trends, to drive customer engagement
- Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans
- Support churn reduction, both for organizations and products
- Support revenue expansion and improvement of bookings metrics
- Other criteria as determined by CSM Leadership team
Required Experience:
- Prior health plan experience
- Exposure to health care organizations required
- Strong written and verbal communication skills
- Excellent organizational, project management & time management skills
- Strong relationships, teamwork, and collaboration capabilities
- Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
- Post-secondary education required
- Experience with SaaS or EHR is a definite asset
- Strong entrepreneurial spirit is a strong bonus
$47 - $53 an hour
At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $47 - $53/hr. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
