Senior Customer Success Specialist - Healthcare

LOCATION:  Hybrid – 8 days per month in the office (see posting for locations)

OVERVIEW

The Senior Customer Success Specialist is a key contributor within a multi-functional team to drive account success and meaningful product utilization of the Clinical Decision Support & Provider Solutions (CDSP) at our provider health system partners.  They are responsible for utilization optimization and value-driving actions.  They develop and execute on the account strategy, deployment, and performance optimization efforts that align with business goals provided by Customer Success and Sales Leadership to ensure that customer needs are identified and satisfied, that expectations are met and exceeded, and that renewals are achieved.

RESPONSIBILITIES

• Project Management: Sr. CSS has in-depth conceptual and practical knowledge in primary job family and basic knowledge of related job families. Works independently, receives minimal guidance; leads projects and has accountability for ongoing customer activities.
  • Products
    • Sr. CSS has in-depth knowledge of all CDSP products and is aware of the competition and market differentiators
  • Workflow
    • Sr. CSS supports overall account rollout strategy by taking the lead with assigned multifaceted projects
    • Sr. CSS leads successful CDSP implementation start to finish across multiple service lines and/or locations.
    • Sr. CSS manages and oversees complex implementations, supporting heatmap development with a big focus on prioritization & optimization
    • Sr. CSS should be comfortable speaking to standard and non-standard options for CDSP workflows
  • Strategy & Optimization
    • Sr. CSS will take an active role in planning, scheduling, and executing onsite client meetings
    • Sr. CSS will be responsible for identification of implementation and optimization opportunities, and partner with CS Implementation team to ensure implementation/optimization aligns with customer’s goals
    • Sr. CSS will leverage PSA to track tasks and hold customer accountable, leveraging task GANTT to monitor project progress
    • Sr. CSS leverages customer-facing tools to guide project progress and develops new tools to fit customer needs
    • Sr. CSS regularly acts as a resource to colleagues and new employees

• Reporting Systems: Sr. CSS leverages data to solve complex problems and exercises judgement based on the analysis of multiple sources of information.
  • Sr. CSS explains complicated data and works to build consensus on next steps
  • Sr. CSS regularly seeks data analysis opportunities to tie CDSP utilization to customer outcomes
  • Sr. CSS extracts data across all reporting systems and uses data visualization techniques to tell a positive story
  • Sr. CSS should have a high-level understanding of internal reports (AM, Client Status, Gap Analysis) and should regularly leverage these reports to monitory customer health
  • Sr. CSS should be able to guide colleagues in supporting internal and external data inquiries    

• Technical Expertise: Technical Integrations
  • Sr. CSS should be able to present integration options to customers, i.e. batch automation, EMR integration, Member Access and should be able to navigate common technical questions related to each
  • Sr. CSS can seek out new and innovative integration opportunities across various customer platforms
  • Sr. CSS pursues customer conversations to discuss new innovative ways to integrate CDSP solutions in our customer partners’ technical and clinical workflows
  • Sr. CSS should be able to communicate the value of various integration options as well as explain the technical lift
  • Sr.CSS should leverage knowledge of customer needs and integration types to make recommendations on which integration type to leverage
  • Sr. CSS should be able to troubleshoot customer questions leveraging FileZilla
  • Sr. CSS should leverage various internal reports to identify, escalate, and resolve technical issues
  • Sr. CSS should navigate and coordinate amongst various internal teams including Systems Implementation, App Support, Engineering, and others
  • Sr. CSS should help project manage large technical projects and ensure timely completion           

• Client Management & Relationship Building: The Sr. CSS has in depth knowledge of key business drivers and builds knowledge of the company, processes, and customers.
  • Project Liaison
    • Sr. CSS should develop strong working relationship with PL and be able consult PL on best practices, implementation activities and gaining leadership support.
    • Sr. CSS explains difficult or sensitive information; works to bu