Customer Success Manager

Customer Success Manager

Req #584

United States

Job Description

About FinThrive

FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.

Award-winning Culture of Customer-centricity and Reliability

At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.

Our Perks and Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.

About the Role

Impact you will make

The Customer Success Manager (CSM) is responsible for managing assigned Customers and supporting all aspects of Customer management activities. This role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.

What you will do

• Adopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include:
  • Gainsight
  • Salesforce
  • FinThrive Analytics
• Capture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
• Responsible for creating an account plan and Customer growth strategy in collaboration with Sales Executives
• Internally document at risk mitigation plans
• Provide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) status
• Own that the CSM is a key role in Customer satisfaction and performance
• Accept responsibility/accountability for responding to all assigned Customer issues and tasks
• Take full responsibility for the account in Customer satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to the utilization and integration
• Manage all renewals and accurate listing of contract expiration dates and notification requirements
• Protect existing revenue and monthly analysis of revenue variances
• Serve as internal escalation point for issues regarding a customer’s contract or invoices
• Conduct annual reviews quarterly pulse checks with customers
• Possess a full and complete understanding of the internal control requirements within their area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followed
• Meet and exceed quarterly and annual Customer revenue targets
• Comply with renewal process and meeting or exceeding annual renewal targets
• Identify growth opportunities within assigned Customer base
• Secure and increase references
• Foster high response rate and positive KLAS and Net Promoter survey scores
• Ensure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travel
• Manage escalations from assigned customers

What you will bring

• Bachelor’s Degree
• 3+ years’ work experience in Customer Success Management or in RCM function of a hospital

• Executive presence and presentation skills

• Work autonomously, independently and as part of a team for collaboration
• Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Experience interfacing with both internal team members and external Customers, as part of a solutions-based team
• Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
• Proactive self-starter. Autonomy and ownership of territory. Hustle
• Collaborative team player. Quick learner
• Travel: Up to 40-60%

What we would like to see

• Experience in healthcare RCM
• Knowledge of FinThrive products and services or competitors
• Knowledge of the healthcare industry, specifically revenue cycle management
• Experience using Gainsight
• Involvement with HFMA

FinThrive’s Core Values and Expectations

• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
• Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations

Physical Demands

The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Statement of EEO
FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We’re committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.

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FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.
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Job Details

Pay Type

Salary

Travel Required

Yes

Telecommute Percentage

100