Customer Success Manager

Datavant is a data platform company and the world’s leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.

Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world’s leading life sciences companies, government agencies, and those who deliver and pay for care. 

By joining Datavant today, you’re stepping onto a high-performing, values-driven team. Together, we’re rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.

Datavant is a data platform company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-friendly team that is passionate about creating transformative change in healthcare. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

The Customer Success Manager is part of the Customer Operations organization and is responsible for successful completion of all customer projects. The team coordinates efforts between internal resources and customers in support of custom risk adjustment projects and reports on project status to all stakeholders. The Customer Success Managers are hybrid project management/client success and consulting resources that have strong healthcare industry knowledge combined with communications and project management skills. They are key to successful customer retention and project success.

What you will own:

• Lead the relationship with the customer ensuring that they receive the best possible result delivery, service and support.
• Manage coordination, tracking and reporting of all things related to customer projects.
• Lead (coordinate, motivate and facilitate) the efforts of associated project resources working closely with all internal teams including: data integrations, coding management, retrieval management, engineering, sales, and executive teams.
• Ensure smooth communication channels between internal stakeholders via regular reporting and info sharing (daily/weekly/quarterly reports, meetings, status updates, etc.).
• Own client success / project management processes, tools, reference materials and cross functional usage.
• Monitor project status and success throughout the entire project lifecycle.
• Identify, analyze and resolve customer problems as they arise; coordinating escalation and resolution with sales and other internal stakeholders.
• Prepare final reports and presentations for customers; calculate project results summaries, coordinate results delivery with the Sales/Product/Operations team(s).
• Identify, define and execute process improvements in line with department needs and organizational goals.
• Partner with the internal teams to identify, prevent, and resolve issues affecting customer projects.

What you bring to the table:

• 3+ years project management and/or client success experience
• Familiarity with Healthcare data systems, data formats and processes with the ability to converse at a technical level
• BS degree in business, technology or related field
• Knowledge of healthcare industry, payment models, risk adjustment, record retrieval, medical coding, physician workflow, and/or electronic health record systems
• Advanced Excel skills, including vlookup, and pivot tables; some knowledge of sql queries is helpful
• Excellent written and oral communication skills

Bonus points for:

• Strong bias for action and collaboration and well developed sense of urgency
• Strong curiosity and ability to correlate data from many sources
• Professional and respectful demeanor in a high pressure work environment
• Detail oriented, self‐starter with proven track record of execution and results
• Team player with a desire to learn and take on new responsibilities in a fast paced, innovative environment
• Advanced presentation skills; comfortable presenting to multiple audiences
• Ability to establish