Client Success Manager

The Client Success Manager (CSM) is the primary owner for a portfolio of accounts using the Quality Reviews patient/member engagement platform. The CSM is responsible for understanding their assigned clients’ strategic priorities, driving effective product utilization and delivering exceptional service, demonstrated through client satisfaction, subscription renewals, and revenue growth.

Through effective, broad-based relationships with healthcare executives and staff, industry knowledge, and institutional expertise, the CSM advises on opportunities to leverage the Quality Reviews platform and supports organizations in adopting digital tools and capabilities to transform their end-to-end patient/member experience.

Responsibilities

Collaborates with VP of Strategy to support renewal and growth for the clinic, hospital, health system, and payer accounts in their assigned portfolioDevelops near and long-term account plans for clients, ensuring their strategic priorities and measurements of success are central tenetsCollaborates with VP to create a strategic plan for ensuring broad executive sponsorship in leveraging Quality Reviews Platform, including IT/Digital Health, Clinical, and Operational executivesHolds other Quality Reviews departments and colleagues to their accountabilities and committed client timelines, elevating issues proactively as necessary to keep projects on trackMeasures and tracks both leading and lagging indicators of success, with corrective measures instituted proactively. These include client satisfaction, utilization, outcome success (per Client Service Plan), retention without churn, and growthActs in a consultative role with clients, sharing best practices, and aligning platform to each client strategic goals to ensure continuous satisfaction and valueEnsure that clients drive maximum value from their contracted Quality Reviews solution suiteDrive quantitative and qualitative ROI for clients and larger client cohortCoordinate timely communication of new product releases, launch plans, and product roadmap activities, tying participation requests to the goals of the organization.

Requirements: Ability to travel approximately 25% of the timeBachelor’s degree required, business or public health background a plus5 – 8 years experience in client success management roles with healthcare software and technology Understanding of patient experience and engagement efforts with digital health tools in the healthcare marketFamiliarity with complex enterprise solutions (hardware, software and third party integrations both hardware and software), EMR or equivalent experience strongly preferredAdhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations, including HIPAA.U.S. citizenship or U.S. permanent residency required

About You

A self-starter who thrives in an entrepreneurial, fast-paced environmentExceptional motivator and communicatorStrong facilitation and influence skills, both internally and with clientsAbility to prioritize, multi-task, and perform effectively under pressureData driven with strong ability to glean metrics, create reporting, and present out on the meaning of the dataPrevious client management experience preferredPrevious experience in a clinical setting, with direct experience in hospital operations and/or clinical experience a plusFlexibility in schedule required, including working occasional weekends and evenings as required by attendance at healthcare conferences or on-site client meetings