Customer Success Manager

Overview

Overview: 

Wellframe helps healthcare organizations support every aspect of health beyond the four walls of care delivery. We provide care transformation services, a patented engagement platform, clinical programs that support the clinical and social determinants of health, and rigorous measurement.  Wellframe translates evidence-based, peer-reviewed guidelines and literature into an interactive daily checklist delivered to patients through the Wellframe mobile app. As patients engage with the Wellframe app, their data is shared in real time with their care team through the care team dashboard, which utilizes advanced algorithms to generate early intervention alerts. With secure two-way messaging, Wellframe facilitates long-term, trusted relationships between members and care teams. 

Role Overview  

The Senior Customer Success Manager (Sr. CSM) will be responsible for leading the customer strategy for strategic accounts and will operate as the data-to-day customer lead. This individual will drive operational excellence and cultivate partnerships internally and externally of assigned customers, striving to maximize the impact and value of Wellframe’s digital health management solutions.  

The Sr. CSM will be part of the Customer Success team, report to the Executive Customer Partner and collaborate closely with teams across the organization to include Sales, Product, Engineering, Digital Adoption and the Data and Analytics teams to achieve customer goals. This individual will also drive internal best practices, manage customer documentation and develop processes to efficiently and effectively deliver on customer and company goals. The position’s success measures will include client satisfaction, advocacy, adoption and retention. 

Responsibilities:  

• Develop and maintain strong leadership-level relationships with customers 

• Lead internal and customer project initiatives  

• Own and manage key recurring customer meetings 

• Ensure best practice implementation to include member marketing, platform configurations, workflows and collaborating with internal SME’s 

• Leverage customer data to provide clear, informative, and relevant information to drive improvements and solve complex problems 

• Track customer key performance indicators (KPIs); create and maintain Success Scorecards 

• Support Customer Partners with the development of customer QBR and strategy meeting execution 

• Act as support between customer and implementation team for new implementations or current customer expansion opportunities.  

• Advocate for customer needs internally across the business 

• Communicate consistently and proactively with customers to address their needs; anticipate potential concerns and ensure a great customer experience 

• Develop strong, collaborative, relationships internally and externally 

• Provide peer support and/or mentoring to Client Success Team members 

• Lead Customer Success Team collaboration sessions  

• Performing all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII 

• Identify value add business development opportunities; provide leads to Customer Partners 

• Mitigates service risks and implements corrective action plans 

Requirements/Qualifications:  

• 8+ years of relevant work experience leading customer accounts in a healthcare technology setting 

• Bachelor’s Degree or equivalent experience demonstrating account management and project management skills in a technical environment 

• Experience collaborating with cross-functional teams through high-priority and time-sensitive issues 

• Demonstrated ability to communicate with a wide range of internal and client stakeholders (including executive leadership) through clear, informed, and relevant communications (verbal and written) 

• Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies 

• Ability to convey difficult messages with confidence, tact and diplomacy 

• Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities 

• Excellent meeting management and facilitation skills 

• Experience with data analytics and tools such as Looker or Tableau 

• Healthcare industry experience working with health plans 

• Salesforce, ServiceNow, and JIRA experience