Senior Customer Success Manager

Senior Customer Success Manager
Remote Opportunity

Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of enrollment, provider outreach and data retrieval, coding, abstraction, reporting, and submissions. Leveraging proprietary technology, robust data sets, and subject matter expertise, Reveleer provides complete record retrieval and review services so health plans can confidently plan and execute risk, quality, and member management programs to deliver more value and improved outcomes.

Position Summary:

As a Senior Customer Success Manager, you will play a key role in driving customer goals, business transformation, and revenue expansion by ensuring the engagement, success, and growth of Reveleer’s customers across your assigned book of business. The Senior Customer Success Manager will ensure Reveleer customers successfully adopt the platform with a positive experience, driving growth for Reveleer through renewals and expansion.

Essential Functions:

• The Senior Customer Success Manager will work to build long-term, strategic, executive-level partnerships with high-revenue, high level of complexity customers.
• You will work across your assigned book of business to understand your customer’s value drivers, business goals, workflows, organizational structures, and requirements.
• As the primary point of contact, you will work to ensure the customer’s successful adoption of the Reveleer platform technology while simultaneously ensuring successful project outcomes through cross-functional collaboration with Operations, Product, Analytics and Engineering teams.
• You will work closely with senior leadership to identify, track and drive resolution for critical project issues, ensuring escalations are clearly defined, prioritized, and managed closely to produce results that align with the customer’s business needs.
• Develop a deep understanding of Reveleer’s platform and service offerings to offer consultative support, share best practices, drive expansion, and promote retention.
• Engage with customers regularly through scheduled meetings, emails, ad-hoc calls as requested.
• Utilize Gainsight to create success plans, monitor customer health and document progress towards defined program goals and milestones.
• Participates in departmental and organizational meetings regularly to communicate major milestones, conduct business reviews, create executive summaries and other communication methods as required to present across internal audiences including senior leadership and C-Suite.

Competencies:

• Caring – Warm, sincere, calm, cool and collected energy and presence with the ability to develop relationships.
• Results Driven – Focus on achievement, motivated by results and outcomes, goal oriented.
• Analytical – Can look at data and determine any changes in trending or key performance indicators that could identify risk.
• Effectively Communicates – Speaks clearly, listens effectively, and responds well to questions; Writes clearly and informatively; Edits work for errors; Varies writing style to meet needs; Able to read and interpret information; Documents are accurate and delivered on time; Uses good judgement when communicating information.
• Problem Solver - Expertise managing client relationships and accounts for technically complex products and platforms with the ability to lead a resolution towards mutual success.
• Continuous Quality Improvement – Evaluates polices, programs, and services; Implements strategies for continuous quality improvement; Assesses the use of evaluation findings for improving policies, programs, and services; Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Customer Focus - Follows through; Courteous; Helps internal and external customers; Understands customer perspectives and needs; Assesses the effects of decisions on different customers and services; Facilitates collaborations among Kemberton teams and the customer; Develops and maintains partnerships that will increase customer satisfaction and decrease risk.
• Interpersonal Skills - Builds strong relationships; Flexible and open minded; Receptive to feedback; Motivates employees