Senior Customer Success Manager

Senior Customer Success ManagerRemote Opportunity

Position Summary:

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 and peers for the purpose of achieving organizational goals.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability – Adapts to changes in the work environment; Adjusts methods to best fit the situation; Able to deal with change, delays, or unexpected events. Can work with diverse groups of customers and internal stakeholders.
• Cultural Sensitivity – Models behaviors that reflect the culture of Reveleer; Awareness of the similarities and differences that exist between employees, teams, departments and customers to build more effective relationships.

Required Education and Experience:

• Bachelor’s Degree preferred or equivalent work experience required.
• 8-10+ years’ experience in a customer-facing account or vendor management role, managing Risk Adjustment/HEDIS projects specific to Medicare, Medicaid and Commercial lines of business, or other relevant healthcare experience.
• Strong Project Management skills with demonstrated ability to manage and track multiple customer requests, issues and project plans. (CAPM/PMP preferred)
• Self-motivated, team player with exceptional organizational, presentation and communication skills, both written and verbal.
• Track record of performing in agile, Saas based environments with high levels of professionalism and interpersonal savvy in high-stress situations.
• Proficiency with MS Office, advanced proficiency in Excel.

What You'll Receive:

• Competitive Salary
• Medical, Dental and Vision benefits
• 401k with Employer Matching
• PTO Plan