About this role
Job Type Full-time Description
The Customer Success Manager (CSM) - BH has the primary mission to make every customer experience meaningful, ensuring their overall success.
The CSM is focused on customer loyalty and building long-term relationships. This means they will own the customer for the entire customer journey with Nextstep. The CSM will develop, execute, and manage implementation and training, including needs assessment, timelines, resource assignment, and client relationships. The CSM must be able to collaborate with cross-functional teams regarding the implementation, training, support, risk management, and achievement of deadlines. The CSM will monitor the client progress report, conduct weekly meetings pre go-live, and continue ongoing success meetings post go-live. The ideal candidate proactively looks out for their customers' and suggests new and innovative ways to keep them succeeding.
Essential Functions / Tasks / Duties / Responsibilities:
Establishes and maintains client relationshipsDevelops and manages project plans and checklistsLeads client onboarding and training sessionsProvides high-level product support and triage concerns properlyWorks in conjunction with Implementation Specialists, Implementation Developer, Support, and Product to ensure deadlines are met and milestones are achieved.Identifies issues that may impact the client's success and makes recommendations as needed for additional training, development, and/or support deviations.Serves as the main point of contact for clients throughout their client journey, including onboardingHolds weekly meetings to implementation progress utilizing the Readiness Checklist and manages the Action Plan which logs issues, assignment, resolution, status and risk to project success Establishes a strategic advisor relationship with clients by understanding their long term strategy and goals to continue meeting cadences after implementationCompletes a rotation onto support and on-call schedule as scheduled by leadership Provides customer status updates to leadershipReviews and updates CRM regularly for customer success visibility companywide Requirements
Competencies:
Customer-focused engagement and service skills.Knowledge of project management and training principles and methodologies.Ability to provide basic guidance to clients on the use of NSSExtensive knowledge of NSS, both Billing Engine and NSS is preferred.Medical industry product implementation/project management/training experience.Outstanding team building skills needed.Detail-oriented individual with a "can do" attitude and ability to juggle multiple tasks in a fast-paced environment.Ability to work effectively with othersAttention to detail and the ability to maintain accurate recordsPolished phone presence and professional in-person demeanorExcellent written, verbal and interpersonal skillsAbility to multi-task, prioritize and manage time effectivelyThrive in a fast-paced, dynamic and innovative environment Education / Professional Certifications or Licenses Required:
Bachelor's degree from an accredited school or university requiredPMP or other project management certification is desirable Experience Requirements:
5 years of experience demonstrating client-focused experience5 years prior experience in healthcare administration, Medical Office Management or related disciplineExperience in a highly dynamic environmentExperience in navigating challenging business mattersPreferred:Medical and/or Mental Health [Substance Abuse Treatment] terminology knowledge3-5 years prior experience with EHR or other healthcare technologyGeneral understanding of different types workflows in Adult and Children Medical, Mental Health, and Substance Abuse treatment facilities (examples: Outpatient, Residential, IOP, Detox, Inpatient) Supervisory responsibilities:
None Work Environment / Physical demands/ Travel Requirements:
Computer and telephone required to perform dutiesLifting requirements of no more than five poundsTravel to Client Sites as needed (not to exceed 25%) Equal Employment Opportunity Statement:
Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis ["protected class"] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.
Americans with Disabilities Act Statement:
Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.
Salary Description $65,000 - $75,000 per year