Client Success Manager

Client Success Manager

Requirements

• 4-year bachelor’s degree
• 3+ years of analyst/project management/account management experience in healthcare software or consulting environment
• Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
• Project management experience (e.g. lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc.)
• Understand the vocabulary used in healthcare and revenue cycle operations
• Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues
• Ability to execute and prioritize a large number of tasks in a fast-paced environment
• Ability to work independently and to participate in cross-functional teams
• Possess process and change management skills
• Subject matter expertise and dedication to remaining current with industry changes
• Outstanding communication (written and oral) and interpersonal skills
• Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word
• Excellent phone and presentation skills
• Ability and willingness to travel up to 25% of the time to client sites, corporate meetings, and conferences/seminars

Responsibilities

• Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
• Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
• Effective demonstration of Waystar’s value proposition with key influencers and decision makers to include but not limited to client’s Directors and Managers
• Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
• Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
• Effective demonstration of Waystar’s RCM technologies
• Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
• Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
• Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
• Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
• Provide ongoing training and development
• Manage daily activity within Salesforce CRM system
• Perform other duties and projects as assigned by Client Success leadership

Preferred Qualifications

• Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
• SQL experience/knowledge strongly preferred