Customer Success Manager

Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

• Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation​

• Analytics: deliver analytic applications & services that generate insight on how to measurably improve​

• Expertise: provide clinical, financial & operational experts who enable & accelerate improvement​

• Engagement: attract, develop and retain world-class team members by being a best place to work​

Role: Customer Success Manager

Team: Embedded Refills

Location: US Remote

Travel: none anticipated

**This position is currently not eligible for visa sponsorship**

Summary

The Customer Success Manager is responsible for ongoing management and support of the Embedded Refills product as well as key relationships with hospital stakeholders. In this role, you will partner with customers to drive their adoption of the product, optimize workflows over time, and drive long-term relationships through technical expertise.  

As a company, we’re committed to being the catalyst for massive, measurable, data-informed healthcare improvement.

What you'll own in this role:

• Maintain and optimize the clinical and operational workflows of our products within enterprise health systems through technical expertise, clinical knowledge, and support activities. 
• Proactively manage existing customer accounts to ensure efficiency and quality gains are maintained while building strong, long-term relationships with executives, clinical managers, and end users. 
• Leverage your expert knowledge of ambulatory clinical workflows and Embedded product capabilities to drive product adoption and create best practices. 
• Partner with the Sales and Account Executive teams to enable renewals, upsells and expansions. 
• Facilitate protocol and workflow consensus processes with customer’s clinical and operational stakeholders. 
• Utilize reporting databases to lead data-driven conversations with customers and internal stakeholders. 
• Partner with Technical Success Managers to ensure customer needs are met for seamless Electronic Medical Record integrations and maintenance. 
• Develop, maintain, and deliver tools for customer education and optimization. 
• Build and configure Embedded systems for each customer. 

What you bring to this role:

• At least 2 years of experience in the healthcare industry including direct EMR experience (preferably Epic, Athena, and/or Cerner), project management, and/or regulatory functions. 
• Strong attention to detail coupled with clear communication (written and verbal) skills. 
• Experience leading clinical conversations at all levels of the healthcare system from C-suite to end users. 
• Capable of managing multiple competing priorities and customers. 
• Familiarity with medical terminology, primary care prescription drugs, and protocols. 

Preferred Experience & Education 

• Experience in ambulatory care setting, preferably Primary Care
• Prior Health IT SaaS experience, especially in Implementation or Customer Success
• Advanced Excel skills, proficient or basic knowledge of SQL

Information Security and Compliance Responsibilities:

• Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security.
• Adhere to and comply with the organizations Acceptable Use Policy.
• Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers.

The above statements describe the general nature and level of work b