The Customer Success Manager maintains and expands relationships with Signify Health's customers. This position is the point of contact for all customer correspondence and will be responsible for representing the entire range of company products and services to assigned customers. The Customer Success Manager will lead the customer account planning cycle and ensure that assigned customers' needs and expectations are met by the company. This position reports directly to the Director of Customer Success.
High School Diploma or equivalent
Bachelor's Degree preferred
2-3 years successful work experience in sales, recruiting or account management.
Prior healthcare experience preferred.
Fluently speak, read, and write English.
Good verbal and written communication skills.
Proven ability to prioritize and multi-task.
Advanced skills in MS Office; especially Microsoft Excel.
Accurate data entry skills.
Self-directed and organized.
Discrete/ability to maintain confidentiality.
Detail-oriented, catches errors early.
Sense of urgency.
Customer service orientation.
Ability to work under pressure.
Ability to work well independently.
Ability to take direction.
Essential Job Responsibilities:
Be on time, ready to work at assigned work location on a daily basis.
Manage time effectively.
Respond well to coaching and supervision.
Develop reports for customers based on weekly, monthly and quarterly metrics to meet or exceed customer expectations.
Responsible for reporting departmental metrics to executive team members.
Oversees tracking of all customer projects.
Respond to customer, member, and physician inquiries.
Maintain good customer relations by responding timely in all interactions with customers.
Maintain and track SLA's as outlined in SOW's.
Assists in managing internal relations/expectations for the company.
Post invoices accurately and timely.
Follow up consistently and timely to past due invoices.
Assist in coordinating weekly training sessions and plan roll-outs.
Manage TMLs and pre/post assessment letters
Actively demonstrate teamwork at all times.
Travel to customer meetings as needed.
Ability to work overtime.
Additional Job Responsibilities:
Participate in staff meetings, conference calls, and other meetings, as needed.
Complete reports as requested by Supervisor.
Assist/coach/coordinate with other team members.
Attend training sessions to acquire/enhance skills related to programs offered.
Maintain a neat, orderly work area.
Perform other incidental and related duties as required.
Requires working at a desk to use a phone and computer.
Normal sight and hearing ability.
Use office equipment and machinery effectively.
Ability to ambulate to various parts of the building.
Ability to bend, stoop.
Work effectively with frequent interruptions.
May require occasional overtime to meet project deadlines.
Lifting requirements of 15 lbs. occasionally.