Innovaccer Inc. is a leading healthcare data platform company focused on delivering a more efficient and effective healthcare through the use of pioneering analytics and transparent, clean, and accurate data. Innovaccer’s aim is to simplify complex data from all points of care, streamline the information, and help organizations make powerful decisions and realize strategic goals based on key insights and predictions from their data. Its products have been deployed across more than 500 locations with over 10,000 providers leveraging it at institutions, governmental organizations, and several corporate enterprises such as Mercy ACO, StratiFi Health, Catalyst Health Network, Osler Health Network, and PHIX HIE. Innovaccer is based in San Francisco with offices around the United States and Asia.
YOUR TITLE WILL BE:
Customer Success Manager
YOUR DEPARTMENT WILL BE:
Customer Success
YOUR EMPLOYMENT TYPE:
Full-Time
WHERE YOU WILL BE WORKING?
San Francisco with 50% travel
KEY SKILLS:
- Problem Solving expert
- Value-Based Care knowledge
- Healthcare Data experience
- Presentation and documentation skills
- Project oversight / coordination / management
YOUR ROLE
The role of the Customer Success Manager is to be a trusted advisor to the client who not only plans and monitors work according to deadlines and within budget but also drives new solution to best serve the clients needs. This includes understanding the true needs of the clients, identify solutions to implement, manage matrixed resources and business stakeholders, coordinating the efforts of team members and third-party contractors or consultants in order to deliver projects according to plan and prepare operations and procedures manuals to assist management in operating more efficiently and effectively.
THE REALLY GREAT THINGS YOU’LL BE DOING
- Understand customer needs and be a client counselor by working together with the customer to come up with solutions to key customer problems. Build a client relationship and acts as a trusted advisor to the client
- Know customer problems and KPIs and guide the customer to the best platform use
- Identify opportunities to grow business with the customers and engaging the sales team with the process.
- Plan and create user acceptance and testing strategy and process, including customer training strategy
- Build a project charter and manage the overall project. Responsible for design of systems and procedures, conduct work simplification planning and conduct project kickoff meetings, defining project scope, facilitating technical/operational requirements identification, project budget or anticipated savings, and establishing a framework for the management of on-going project activities.
- Manage the kick-off meeting and all other customer interactions and meetings
WHAT LANDS YOU THIS ROLE
- 5+ years of experience in customer success or account management related role in a healthcare company
- Top notch Problem-Solving skills
- Great work ethic and proven leadership and team-building skills
- Excellent written, verbal communication skills and the ability to develop and present complex business reviews/presentations
- Experience in Value-Based Care and a basic understanding of this field
- Experience in Healthcare Data Analytics with a focus on the understanding of healthcare data formats (CCDA, HL7 etc.)
- Experience in expectation management during projects to ensure customer satisfaction
- Ability to develop business and nurture relationships within the accounts
WHAT ORG’S WOULD YOU DRIVE?
Customer Success is responsible for customer retention, or prevention of churn. To achieve the end goal of driving up the renewal rate, it is not uncommon at all for Customer Success Managers (CSMs) to not just perform the duties of what we might see as pure CSM activities, but to take on the functions of other “”functional roles”” to drive product adoption and deliver product value.Also known as Enablement or Implementation, this is the organization that is often the first to touch a customer after they sign a new contract. The On-Boarding folks are responsible for helping to provision/install/configure the product and to get the customer to a place where they can effectively use it.
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