Success Manager, Clinical

Job Details: Job Location: USA Remote - Nashville, TN 37203, Position Type: Full Time, Education Level: 4 Year Degree, Travel Percentage: Negligible, Job Shift: Day, POSITION SUMMARY

ESSENTIAL DUTIES OR RESPONSIBILITIES

• Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs.
• Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations.
• Utilizes data to analyze product utilization and adoption
• Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth
• Maintains Salesforce case documentation of customer engagement activities to ensure service continuity
• Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers
• Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success
• Collaborates with implementations teams to develop onboarding plans for assigned products
• Collaborates with sales and other Success Managers on account renewal strategy
• Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer
• Collaborates with product, development, and content teams to develop customer facing materials for assigned products
• Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers
• Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service
• Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers
• Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI
• Collaborates with onboarding teams to develop onboarding plans for assigned products

Qualifications: JOB SPECIFICATIONS

1. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED

• Experienced professional with a minimum of a Bachelors degree in healthcare, business, or technical field
• Minimum 3 years in a customer service/sales or related role
• Experience in healthcare organization preferred
• Experience with HealthStream products from an administrator level is a plus
• Experience in a SaaS business desirable
• Experience with Salesforce is desirable

2. SKILLS REQUIRED

• Proficiency in use of Microsoft Office Products
• Excellent verbal and written communication skills
• Understanding of data and its application to defining customer success
• Technical acumen to support development of an in-depth understanding of assigned products/solutions

3. ABILITIES REQUIRED

• Function independently and use critical thinking to analyze and help resolve customer challenges with product utilization and adoption
• Seek guidance from more experienced team members when encountering new/challenging situations
• Effectively present information to management, customer groups, and HealthStream internal stakeholders
• Collaborate as part of a team to optimize solutions and a seamless delivery approach
• Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
• Utilize data to demonstrate customer performance to desired outcomes
• Coordinate activities across a number of customer accounts
• Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
• Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
• Travel up to 20%, staying overnight as needed to meet customer and internal company needs.
• Seek guidance from more experienced team members when encountering new/challenging situation

Addendum

Success Manager Revenue Cycle, abaqis, Competency

Applies to Revenue Cycle, abaqis, and Competency Success Managers:

For Revenue Cycle Success Manager only:

• Minimum 3 years in a customer service/sales or related role
• Revenue Cycle knowledge and experience preferred

For abaqis Success Manager only:

• Minimum 3 years in a customer service/sales or related role
• Knowledge of and/or experience with abaqis and/or the long-term care survey process strongly preferred

For Competency Success Manager only:

• Minimum 3 years in a customer service/sales or related role
• Nursing degree, RN, and/or clinical experience preferred