Change Healthcare Customer Success Manager in Boston, Massachusetts
Overview of PositionAs a Customer Support Manager, you will be the primary advocate for each customer, guiding them along a path to success and engaging resources across Enterprise Imaging to accelerate the expansion of our Imaging solutions within each customer. The ideal candidate is passionate about providing an exceptional experience for every customer and motivated by shared success. We’re looking for a driven, innovative CSM who is interested in using his/her customer relationship management and strategic leadership skills to help us achieve our goal of being a trusted and valued partner for our customers.
You will own the post-sales relationship and experience between EI and our customers, driving value realization and return on the client’s investment. You are an expert relationship builder and dynamic communicator with a successful track record of building rapport with customers. You are equally comfortable with creating and evaluating strategic plans as you are with executing on the individual action items and details. The CSM will also quickly identify the customer’s needs and collaborate with the correct internal resources and work closely with them to ensure your customer’s needs are addressed in a complete and timely fashion.
What will be my duties and responsibilities in this job?
Accountable as a single point of contact and escalation to track cross-department, cross-process or cross-site issues and facilitate closure through coordination of appropriate resources (both internal/external)
Assist customers to seek out opportunities to expand their usage and adoption of their EI Cloud solutions
Develop and execute regular Strategic Customer Success Plans in partnership with your assigned accounts
Drive Customer Engagement for all EI VOC programs, CSAT/NPS surveys, and Community User Groups
Develop relationships at all levels of a customer organization
Close the loop on all feedback received from the customer including product enhancement requests, outstanding issues, and strategic improvement initiatives
Track & monitor account status and identify areas of concern
Provide updates, executive summaries, and guidance to the EI executive team as required
Provide root-cause analysis of escalated issues when required. Lead ‘lessons learned’ initiatives as appropriate
Identify areas for improvement not only in our products and services but also in the Customer Success functions
Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers' lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes
What are the requirements needed for this position?
Bachelor's Degree or equivalent combination of education and work experience
1+ years of experience in a technical support environment or with project management
3+ years of experience in customer account management or customer success role
Previous experience with Cloud-based Healthcare Solutions
What other skills/experience would be helpful to have?
Exceptional organizational, presentation, and communication skills, both verbal and written.
Effective escalation management skills
Excellent analytical capabilities to break down complex technical tasks into executable and measurable steps
Demonstrated ability to deal with change and excel in high-stress situations
You foster a consistent understanding of strategy, translate it into defined plans, and "stay the course" to implement it while anticipating and identifying where change or mitigation is needed
You introduce new ideas and processes which improve performance and productivity
Desire/ability to work in a fast-paced, team-oriented environment.
Innovative thinker capable of operating both in a strategic capacity (big-picture perspective) and a hands-on/execution capacity
Excellent work ethic and Leadership skills
Excellent proficiency in Microsoft Office (Word, Excel, PowerPoint, Project, Visio)
Proficient in CRM Tools (Ex. Salesforce.com/Gainsight)
What are the working conditions and physical requirements of this job? General office demands.
How much should I expect to travel?
Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.
Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!
COVID Vaccination Requirements
We remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. As such, we require all employees to disclose COVID-19 vaccination status prior to beginning employment and we may require periodic testing for certain roles. In addition, some roles require full COVID-19 vaccination as an essential job function. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.
Equal Opportunity/Affirmative Action Statement
Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.
If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to email@example.com with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.
Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.
California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .
Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.
Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.
- Change Healthcare Jobs