Manager, Client Success

Hcm: Healthcare Claims Management Indianapolis , IN 46256

Posted 2 weeks ago

Be on the front lines every day as a trusted advisor for our clients. Part coach, analyst, strategic advisor, project manager, and product expert, you are continually focused on helping our clients improve the benefits they reap from working with HCMs solutions. Manage a strategic portfolio of HCMs clients, ensuring they are continually driving value for their business and members leading to strong client health, renewals, and expansions.

HCM is a women-owned business (WOSB) focused on driving engagement and resolutions that align with our client needs. We work as an extended business office within revenue cycle where we engage, identify, and present solutions to meet patients financial needs. Further upstream in revenue cycle, we partner to solve pain-points within the claim process. Lastly, like any business, we are open to new ideas and are working to pursue new data-driven and technology-focused solutions to provide value outside of healthcare.

Responsibilities:
  • Manages a strategic portfolio of HCMs clients, ensuring they are continually driving value for their business and members leading to strong client health, renewals, and expansions
  • Work with other cross-functional team members to translate business needs and product requirements into new solutions for clients
  • Identify client challenges and areas of risk, develop get well plans and work to execute proactively to avoid churn
  • Works closely with sales and technology teams to manage and grow business with client portfolio
  • Builds and executes individual client success plans and develops metrics for success based on each client's goals
  • Collaborate to develop processes and efficiency of the Client Success team, from onboarding new clients, systems management, client health management, renewal management, new CSM onboarding, and ongoing team development opportunities
  • Leads presentations with internal and external stakeholders and is recognized as an internal expert on specific topics
  • Identifies product issues/opportunities required to make our clients and members more successful, and drives improvements in collaboration with our product team
  • Works with Technology team to continue to evolve and enhance business reviews
  • Works with Training and Quality Assurance to drive patient experience results
  • Works with the Marketing team to improve marketing programs for all clients, including largest enterprise clients
  • Works with Partner teams as needed on complex contracting and client management requirements
  • May have supervisory responsibility and manage CSCs or CSMs

Requirements

  • 3+ years of experience in a SaaS environment working directly with customers in a success, sales, or technical support role(s)
  • Exceptional verbal, written, social, presentation, and interpersonal skills
  • Strong self-awareness and social skills to handle difficult situations with understanding and composure
  • Able to grasp complex new software products and services and how to use them in a competitive marketplace
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
  • Familiarity with healthcare billing, EMR systems (Epic, Meditech, etc) and Microsoft Office suite
  • You will be a strong teammate, but still a self-starter
  • Bachelors degree or equivalent experience

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

401(k)

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Success Manager

Transloc Inc.

Posted 1 week ago

VIEW JOBS 10/15/2020 12:00:00 AM 2021-01-13T00:00 <p>Who we are:<br></p><p>Now part of Ford Smart Mobility, a Division of Ford Motor Company TransLoc, Ride Systems and DoubleMap have combined our award-winning solutions to create the most powerful platform of intelligent transportation software solutions in the world.</p><p>Providing trusted operational expertise since 2004, we offer integrated mobility solutions to 1,200+ customers in all 50 United States and across the globe.</p><p><br>Client Success Manager will partner with key stakeholders such as sales, support, marketing and solutions engineers. The Client Success Manager will define and execute effective customer adoption strategies that support their customer's specific use cases. The aim of the Client Success Manager is to enable the customer using our products and services to achieve their business and operational outcomes and they will be measured on customer success results.</p><p>CSM will play a key role in identifying risks, opportunities and how to maximize value realization. The position’s activities may lead recognizing additional revenue potential, including upsell and cross-sell of related products and services. The Client Success Manager will support the customer renewal process.</p><p><br></p><p>This person will...</p><ul> <li>Deliver product utilization presentations either remotely or onsite to align TransLoc customer usage outcomes with their goals, objectives and priorities</li> <li>Demonstrate fundamental understanding of TransLoc’s products and services plus articulate benefits of our solutions to enable customer success</li> <li>Work closely with Sales teams to help with Upsell/Cross-sell opportunities in existing customers</li> <li>Understand customer pain points and either resolve or escalate to the appropriate stakeholders</li> <li>Provide ongoing, proactive leadership and support to the assigned customer base to generate high levels of customer satisfaction and success.</li> <li>Develop a trusted advisor relationship with customer key stakeholders such that TransLoc is closely aligned with the customer’s business objectives.</li> <li>Drive deep integration of TransLoc’s solutions into our customer’s operations to create and increase stickiness plus drive value realization.</li> <li>Identify and assess renewal risks within the customer base, and build get-well plans.</li> <li>Deliver best practices to customers to help deliver maximum value of our products with both current and an eye on future state.</li> <li>Partner with the relevant stakeholders as the voice of the customer.</li> <li>Participate in the sales cycle as needed to gather requirements, formulate delivery approach, to help develop post-sale engagement plans</li> <li>Create customer adoption benchmarks and forecasts based on defined business use cases. Support and/or lead projects are required. </li> <li>All other duties as required or assigned. </li> </ul><p><strong>Requirements</strong></p><ul> <li>A strong customer service orientation and the ability to form long-term customer relationships</li> <li>Experience with SaaS based company is preferred</li> <li>BS or BA degree required</li> <li>3+ years in Customer Success, Professional Services, Account Management, Customer Relationship environment </li> </ul><p><strong>Benefits</strong></p><p>We offer comprehensive Medical, Dental and Vision benefits effective day one of employment. We also offer generous retirement contribution matching as well as other great perks including unlimited time off and discounts on Ford vehicle purchases for employees and family members.</p><p>TransLoc and its sister companies, DoubleMap and Ride Systems, are equal opportunity employers. We are committed to EEO for all employees and to providing our people with a harassment and discrimination free environment. All decisions at TransLoc and its sister companies, DoubleMap and Ride Systems, are based on business need, individual qualifications, and job requirements without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.</p> Transloc Inc. Indianapolis IN

Manager, Client Success

Hcm: Healthcare Claims Management