Customer Success Manager

Infosys

Full-time

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Infosys is responsible for enhancing and expanding the company's Software-as-a-Service (SaaS) healthcare product offerings. This role involves working closely with technology teams at a fast pace, ensuring successful implementations, and managing relationships with key stakeholders in the healthcare domain.

Responsibilities

• Enhance and expand SaaS healthcare product offerings.
• Take complete ownership for ensuring success of all implementations.
• Communicate and facilitate discussions/decisions with key stakeholders across customer organizations.
• Demonstrate core SaaS platform features and capabilities to stakeholders.
• Track and manage billing for 2-3 tenants.
• Be the first level of escalation for 2-3 tenants and resolve critical issues.
• Manage and present monthly and quarterly platform and team metrics to senior leadership.
• Support development, monitoring, and tracking of implementation project plans.

Requirements

• Bachelor's degree or foreign equivalent required from an accredited institution, or three years of progressive experience in the specialty in lieu of every year of education.
• 11 years of software services or software product experience.
• 5+ years of experience as a Customer Success Manager or above in a software organization.
• Experience with enterprise scale program management of digital transformations in payer, provider, or PBM organizations.
• 8+ years of experience working with payer, provider, or PBM organizations.
• Knowledge of software development security, cryptography, and cloud security.
• Knowledge of various open-source software and development tools.
• 3+ years of SaaS implementation experience is strongly preferred.
• Strong and effective communication skills.
• Experience with a variety of problem-solving techniques.
• Knowledge of plan sponsor & product, enrollment & billing, provider data management, provider network management, claims, encounters, Medicare, and marketplace risk adjustment.
• Must have Agile Product Development Methodology experience.
• Strong analytical ability with exposure to data science and automation.
• Ability to work with distributed teams across time zones.

Nice-to-haves

• Sound knowledge and experience in Agile methodologies; SAFE Agile experience certification is preferred.
• Experience and desire to work in a management consulting environment that requires regular travel.
• Planning and coordination skills.
• Good communication and analytical skills.

Benefits

• Equal employment opportunities without regard to race, color, sex, gender identity, sexual orientation, religious practices, national origin, pregnancy, childbirth, or related medical conditions, status as a protected veteran or spouse/family member of a protected veteran, or disability.