Client Success Manager
WaystarAbout the role
ABOUT THIS POSITION
A Waystar Client Success Manager (CSM) must effectively deliver and advise on best practice workflow and provide proactive service that measurably simplify and unify our clients’ revenue cycle.WHAT YOU'LL DO
- Serve as an operational point-of-contact, advocate, problem solver, and trusted advisor for defined set of clients
- Partner with clients to proactively improve client health and satisfaction by monitoring key metrics (performance, level of adoption, satisfaction, etc.) and develop strong relationships to uncover expansion opportunities
- Effective demonstration of Waystar’s value proposition with key influencers and decision makers to include but not limited to client’s Directors and Managers
- Establish a metrics framework based on Waystar best practice to measure, monitor, and communicate total value delivered through use of Waystar technology
- Work cross-functionally with Waystar Support, Solution Adoption, Sales, and others to achieve client participation in the Waystar reference and marketing programs, insure renewal, and annual booking plans
- Effective demonstration of Waystar’s RCM technologies
- Identify and quantify product feedback (enhancements and areas for improvement) to assist in driving product strategy
- Lead and/or participate in status calls at a defined cadence (weekly to monthly) with all assigned clients
- Travel independently or as a team for on-site Executive business reviews to strengthen relationships, review key performance metrics, and identify opportunities to further align results
- Consistently identify opportunities to improve processes and conduct data analysis to identify root cause
- Provide ongoing training and development
- Manage daily activity within Salesforce CRM system
- Perform other duties and projects as assigned by Client Success leadership
WHAT YOU'LL NEED
4-year bachelor’s degree
3+ years of analyst/project management/account management experience in healthcare software or consulting environment
Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
Project management experience (e.g. lead meetings, draft status reports, develop & manage project plans, track issues/risk logs, develop & monitor resource plans, etc.)
Understand the vocabulary used in a healthcare and revenue cycle operations
Experience with root cause analysis, including the skill and experience to troubleshoot and investigate issues
Ability to execute and prioritize a large number of tasks in a fast-paced environment
Ability to work independently and to participate in cross-functional teams
Possess process and change management skills
Subject matter expertise and dedication to remaining current with industry changes
Outstanding communication (written and oral) and interpersonal skills
Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word
Hands on experience with PM/HIS systems preferred (e.g. Epic, Cerner, etc.)
Excellent phone and presentation skills
SQL experience/knowledge strongly preferred
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