Customer Success Manager

Austin, TX

Publishing Industries

About the position

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). When you work at Brightree, it's more than just a job. You'll be part of a team that's driving innovation and leading the way in cloud-based patient management software. The technology allows us to provide the tools for better outcomes but at our heart, we're really about people. We strive to positively impact our customers' businesses and the lives of patients every single day. The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their goals. This team contributes to our overall mission of changing 20 million lives by 2020 by optimizing HME operations and allowing our customers to focus on patient care. Utilizing broad knowledge of Brightree products and services in conjunction with wide-ranging experience of general HME operations, the Customer Success Manager uses independent judgement to assess business processes and feature adoption to develop prioritized recommendations that will improve customer efficiency, increase ROI, and drive overall adoption of Brightree and reduce churn. The Customer Success Manager proactively engages with the customer to identify challenges, recognize opportunities, and offer insights and solutions using company best practices.

Responsibilities

• Engage with customers' executive leadership to align on business goals, improvement priorities and success strategies
• Proactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action plan
• Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention
• Identify expansion and cross sell opportunities that align with customers' short and long-term goals
• Design, lead and document annual and quarterly business reviews that add value to the customer with minimal instruction
• Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success
• Maintain wide-ranging knowledge of Brightree HME and pharmacy products/services as well as industry and regulatory changes
• Research, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communication
• Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system

Requirements

• Minimum 2 years of experience in HME and/or Home Infusion operations management
• Four-year college degree in business, finance, IT or a relevant discipline; or solid finance and accounting skills to communicate effectively with corporate officials.
• Minimum 2 years of experience in business process improvement
• Minimum 2 years of experience using the Brightree business management solution
• Ability to partner and maintain ongoing relationships with leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree
• Strong consultative and communication skills with a keen attention to detail while handling multiple priorities
• Knowledge of software implementations, system workflows and industry best practices
• Broad soft skills including effective communication, active listening, conflict resolution, problem-solving and dependability
• Proficient in MS Excel, MS Word, MS PowerPoint and MS Outlook, Brightree Business Management Solution
• Ability to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with moderate supervision.
• Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers.

Nice-to-haves

• 20-30% domestic travel required
• 2+ years of experience in customer success or account management role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts
• 2+ years Infusion pharmacy experience
• Highly organized with the ability to manage and drive change
• Skilled in process analysis and improvement with demonstrated business benefits
• Proficient in Gainsight