Change Healthcare Customer Success Strategist/Specialist (Remote) in Boston, Massachusetts
As a Customer Success Strategist, you will be the primary contact for a defined group of clients, guiding them along a path to success and engaging resources across Change Healthcare to show benefits of and opportunities presented by clinical decision support CDS.
The ideal candidate will be as passionate about our CDS solutions as they are about providing an exceptional experience for every customer and are motivated by shared success. We're looking for a driven team member who is interested in using their customer relationship, organization, and technical skills to help us achieve our goal of being a trusted and valued partner for our customers and to help Change Healthcare make long lasting, positive changes in the healthcare industry.
You will own the post-implementation relationship and experience for our customers, driving value realization and cultivating cycles of continuous improvement. You are a relationship builder with a successful track record of building rapport with customers. You are able to evaluate plans and execute with high quality and timeliness on individual action items and details. As a first point of contact for issue resolution, you can proactively identify and resolve customer needs, both independently and in coordination with other team members to ensure needs are addressed in a complete and timely fashion.
What will I be responsible for in this job?
Establish and maintain strong relationships with assigned customers.
Work closely with other areas including product development and sales to ensure customer needs are met and feedback is shared. Understand product goals and communicate that with customers.
Communicate company priorities and roadmap with customer in relation to issues and enhancements.
Deliver strategically-relevant analytics to show customer value of CDS product(s).
Work cross-functionally within the organization to ensure deliverables are met and to promote client customer satisfaction.
Communicate on a regular basis with the customer to ensure optimization plans and objectives are on track and met.
Coordinates updates to the configuration and content of CDS as needed and agreed upon with the customer.
Serves as a point of escalation for the customer within Change Healthcare.
Focus on efficiency and high impact work.
What are the requirements needed for this position?
Years of experience: 2+ years work experience in Healthcare IT, and/or customer implementation and support in the healthcare services industry.
Education: Bachelor’s degree or equivalent work experience preferred
What critical skills are needed for this position?
Language Skills – Advanced interpersonal, written and verbal communication skills with proficiency in a variety of settings and audiences, including IT professionals, executives, and clinicians
Reasoning Ability – Advanced reasoning and problem-solving proficiency.
Strong project and task management skills
Strong customer service skills and background.
Proficient in Microsoft Office products, especially Excel
How much should I expect to travel?
Travel to Change Healthcare offices or client sites occurs on an as-needed basis. Expect 0-5 trips per year.
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!
As a federal contractor, Change Healthcare is adhering to the Executive Order which mandates vaccination. As such, we are requiring all U.S. new hires and employees to show proof of being fully vaccinated for COVID-19 or receive an approved accommodation by their date of hire, as a condition of employment.
As we continue to navigate the ever-changing COVID-19 pandemic, we remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. Proof of vaccination or accommodations requests will be collected once an offer is accepted with Change Healthcare. All accommodation requests will be carefully considered but are not guaranteed to be approved.
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.
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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.
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