87420-Associate Customer Success Manager

About the Role

Impact you will make

The Associate Customer Success Manager is responsible for managing assigned Customers and supporting all aspects of Customer management activities. With CSM leadership, this role is accountable for Customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The Associate CSM will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their customers.


What you will do

Provide leadership regular updates on assigned customers status leveraging internal tools to back up their (red, yellow, green) status

With Sales Executives and CSM leadership, create and maintain an account plan and Customer growth strategy

Capture and track Customer value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)

Adopt and utilize of resources provided to pro-actively monitor and manage Customer outcomes and success to include:

Gainsight

Salesforce

FinThrive Analytics

Internally document at risk mitigation plans

Own assigned Customer performance, satisfaction and responses, ensuring responsivenss for all issues and tasks including escalations

Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback

Identify opportunities for operational and process improvements related to the utilization and integration

Manage all renewals and accurate listing of contract expiration dates and notification requirements

Protect existing revenue and monthly analysis of revenue variances


Serve as internal escalation point for issues regarding a customer’s contract or invoices

With CSM leadership, conduct scheduled reviews with customers

Possess a full and complete understanding of the internal control requirements for area of ownership/responsibility. Responsible and accountable for internal control implementation and performance within their area of ownership/responsibility. Ensures proper internal control change management protocol is followed

Meet and exceed quarterly and annual Customer revenue targets

Comply with renewal process and meeting or exceeding annual renewal targets

Identify growth opportunities within assigned Customer base

Secure and increase customer references

Foster high response rate and positive KLAS and Net Promoter survey scores

Ensure Customer satisfaction, to include owning communication of value realization, as well as by managing and setting Customer expectations through remote Customer management and some though less frequent Customer travel

Manage escalations from assigned customers


What you will bring

Experience interfacing with both internal team members and external Customers, as part of a solutions-based team

Executive presence and presentation skills

Work autonomously, independently and as part of a team for collaboration

Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages

Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)

Proactive self-starter. Autonomy and ownership of territory. Hustle

Collaborative team player. Quick learner

Travel: Up to 40-60%


What we would like to see

Experience in healthcare RCM

Knowledge of FinThrive products and services or competitors

Knowledge of the healthcare industry, specifically revenue cycle management

Experience using Gainsight


About FinThrive

FinThrive is advancing the healthcare economy.

For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.


Award-winning Culture of Customer-centricity and Reliability

At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.


Our Perks and Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.


FinThrive’s Core Values and Expectations

Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environm