Senior Customer Success Manager

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 500 million lives by 2030 by optimizing HME operations and allowing our customers to focus on patient care.

Utilizing deep knowledge of Brightree products and services in conjunction with broad expertise in the mechanics of running an HME business, the Senior Customer Success Manager uses independent judgement to assess complex business processes and develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree and reduce churn. 

The Senior Customer Success Manager routinely collaborates with the customer to evaluate diverse issues or data and demonstrates the ability to understand unique challenges, identify opportunities and offer insights and effective solutions using company best practices.

Let's talk about the role:

• 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 onsite annual business reviews, quarterly business reviews and monthly status meetings that add value to the customer

• Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success

• Maintain extensive knowledge of Brightree HME, Resupply and Pharmacy solutions 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

• Create and present relevant content to existing and potential customers at tradeshows and other industry events

• Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system.

Let's talk about you:

• Minimum 8 years of experience in HME and resupply 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 4 years of experience in business process improvement

• Minimum 2 years of experience using the Brightree business management solution

• Demonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree

• Exceptional 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, dependability and leadership skills

• Proficient in MS Excel, MS Word, MS PowerPoint and MS Outlook

• Ability to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision.

• Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers.

• 50-60% domestic travel required

• 4+ 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

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefi