Customer Success Manager

Job Description Summary 

The primary role of Customer Support function is to provide exceptional customer service, sales and marketing support via different channels of communication. Key deliverables include addressing customer enquiries related to ResMed products, services, warranty, order processing, data entry and resolving general complaints. Identifying sales opportunities associated with customer enquiries. Providing first line technical and clinical assistance and escalating the issue to relevant teams for timely resolution. 

Job Description 

Let's talk about the team and you: 

Brightree Patient Collections, a nation-wide leader in patient-pay billing and collection services is seeking a full-time Customer Experience Manager with a dynamic personality to join our growing team. The Account Manager will be responsible for relationships with the company’s customers to ensure performance improvement, retention, revenue growth and overall customer satisfaction.    

As a consultant to their customer, the Customer Experience Manager will play a key role in developing the customer’s patient revenue strategy, including the development of their policies, processes and overall mission / vision of patient financial services. 

This position will require solid communication skills, complex problem-solving, sales acumen and strategic planning skills to achieve the required results. 

Let’s talk about Responsibilities: 

• Manage a book of business of Enterprise level customers, ensuring customer satisfaction, retention and same store sales growth. 

• Consultant and subject matter expert to assigned customers, providing customized strategic planning to drive achievement of business objectives through policy and process development. 

• Primary point of contact to resolve both acute and systemic issues, ensuring long term resolution. 

• Have the ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions and use effective approaches for choosing a course of action. 

• As the customer advocate, work directly with development to champion enhancements that will drive customer improvements / efficiencies. 

• Create efficiencies for Providers through upselling additional features and products within the Brightree Patient Collections suite of solutions. 

• Work closely and collaboratively with other Account Managers on program enhancements as it relates to the customer base and software solution. 

• Collaborate with other Brightree/ResMed employees as needed to provide network wide solutions. 

• Demonstrate solution-selling skills identifying areas the customer can make use of product enhancements and features provided by BPC. 

Let’s talk about Qualifications and Experience: 

• A two or four year college degree or equivalent experience. 

• 2-4 years’ proven account management/B2B sales experience or other related experience 

• Demonstrated ability to communicate, present and influence effectively across all levels of management, including C-level.