Senior Customer Success Manager

  • Contract: Full-time

Job Description

We are seeking a Sr. Manager, Customer Success. The primary objective of customer success is to maintain a high level of customer satisfaction by maximizing utilization of Brightree solutions.

What you’ll do:

  • Partner with our largest revenue generating accounts to ensure that the transition from Implementation to Support is smooth, with the tools and knowledge to effectively manage their business on the Brightree application
  • Partner with executive level leaders at customer accounts to identify success strategies as well as identify and mitigate risk.
  • Module Opportunity Identification: Identify and communicate opportunities to increase utilization of additional modules within existing customer base; provide guidance on professional service offerings such as training and consulting
  • Escalation Resolution: Work with key customers to assess and address escalations, and develop action plans associated with resolution; provide ongoing follow up to ensure customer satisfaction and retention.
  • Customer analysis and reporting support: Monitor key risk indicators and partner with customer to review and understanding their ongoing expectations is paramount to long term satisfaction and retention.
  • Ad Hoc analysis and reporting: Identify potential risk accounts that will need further analysis and reporting. This includes: gathering requirements, providing analysis and partnering with the customer to develop project plan for resolution.
  • Management of contract adjustments: Triage incoming customer requests for changes to user licenses and other services
  • Occasional overnight travel is required for onsite client consultation, tradeshows, etc.
  • Special projects as needed

Skill Requirements

About you:

  • Strong professional communications skills, both written and verbal
  • Must demonstrate a high degree of confidence to lead business conversations at an executive level
  • High level of drive towards execution
  • Driven by a desire to be the best
  • A team player with a positive attitude, strong interpersonal skills and multi-tasking ability
  • Demonstrated ability to manage communications and projects across multiple customers simultaneously

About your experience:

  • Bachelor’s degree in business, finance, IT or a relevant discipline required.
  • A least 5 years of customer management experience, diagnosing, diffusing, and solving customer concerns, preferably with national, multi- product or large regional accounts
  • At least 5 years of financial and operational analysis required
  • Business Process Improvement experience required
  • Demonstrated strong skills in Excel and PowerPoint
  • Demonstrated experience partnering with executive level customers
  • Prior experience in a similar role with a healthcare software solution
  • Equivalent combination of education and experience will be considered
  • 50-60% domestic travel required

About the Company

Company Overview Located in Paddock Lake, WI, Brightrees Billing Services team of more than 100 employees is thinking, creating and challenging ourselves to better serve our patients and customers. Ours is a culture focused on what we can accomplish today, and where it can lead us tomorrow.

Why work at Brightree? We have vision. Were a team of thinkers and innovators who constantly challenge ourselves to do everything better than the day before, so that people around the world can breathe easier. We are an exciting and fast paced company looking for individuals who are passionate about technology, who will help drive world class customer support for Brightrees suite of healthcare software solutions.

How to apply

Apply for this job online using the link below.

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