Customer Success Manager

$106,000 - $135,000/Yr

Apixio - San Diego, CA

Full-time - Mid Level

San Diego, CA

Publishing Industries

About the position

The Customer Success Manager at Apixio plays a crucial role in ensuring the successful completion of customer projects within the healthcare sector. This position involves managing relationships with customers, coordinating internal resources, and overseeing project management processes to deliver high-quality results. The role combines project management and consulting skills, requiring strong healthcare industry knowledge and effective communication to enhance customer retention and project success.

Responsibilities

• Lead the Apixio relationship with the customer ensuring optimal result delivery, service, and support.
• Manage coordination, tracking, and reporting of all customer project-related activities.
• Coordinate, motivate, and facilitate efforts of associated project resources, working closely with internal teams including data integrations, coding management, engineering, sales, and executive teams.
• Ensure smooth communication channels between internal stakeholders through regular reporting and information sharing.
• Own customer operations project management processes, tools, and reference materials.
• Monitor project status and success throughout the project lifecycle.
• Identify, analyze, and resolve customer problems, coordinating escalation and resolution with sales and other internal stakeholders.
• Prepare final reports and presentations for customers, calculating project results summaries and coordinating results delivery with the Sales team.
• Identify, define, and execute process improvements in line with department needs and organizational goals.
• Partner with the engineering team to identify, prevent, and resolve software issues affecting customer projects.

Requirements

• 3+ years of project management experience
• Familiarity with healthcare data systems, data formats, and processes
• Bachelor's degree in business, technology, or a related field
• Knowledge of healthcare industry, payment models, risk adjustment, medical coding, physician workflow, and/or electronic health record systems
• Advanced Excel skills, including vlookup and pivot tables; some knowledge of SQL queries is helpful
• Excellent written and oral communication skills

Nice-to-haves

• Strong bias for action and collaboration with a well-developed sense of urgency
• Strong curiosity and ability to correlate data from multiple sources
• Professional and respectful demeanor in a relaxed work environment
• Detail-oriented, self-starter with a proven track record of execution and results
• Team player with a desire to learn and take on new responsibilities in a fast-paced, innovative environment
• Advanced presentation skills; comfortable presenting to multiple audiences
• Ability to establish rapport with multiple client stakeholders
• Excellent meeting leadership skills, including logistics, agendas, and meeting notes
• Demonstrated ability to conceptualize, manage, and prioritize multiple projects
• Prior startup experience

Benefits

• Health savings account
• Health insurance
• Dental insurance
• Flexible spending account
• Vision insurance