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Client Success Manager

Full-time
Remote
Posted 1 week ago

The role of the full-time/remote Client Success Manager at Carevive is to build lasting relationships with clients and ensure satisfaction and reference-ability through alignment of goals, communication, offered products & services, and the resolution of client issues.

Essential Responsibilities/Duties/Functions/Tasks:

  • Foster strong relationships with customers to identify their goals and objectives as they relate to Carevive products and services and to create a trusted advisor relationship.
  • Partner with customer to establish and execute strategic account plans to drive adoption and expansion of the Carevive footprint in their organization
  • Provide account leadership, facilitating and supervising all Carevive activities in customer accounts, and provide clients with timely updates to requests and issue resolutions.
  • Bring best-demonstrated practices on using and integrating Carevive to our customers
  • Anticipate and make recommendations to clients on workflow needs and opportunities to maximize software tools and benefits.
  • Engage clients as needed to identify workflow and content preferences, and facilitate process to meet their needs and expectations
  • Troubleshoot and advocate client needs and issues to resolution by aligning priorities with internal staff including but not limited to product development and engineering teams.
  • Understand the potential ROI for each customer and how it can be achieved using Carevive.
  • Establish baseline success metrics and monitor progress towards achieving those goals
  • Identify upsell, research and Life Sciences projects participation when applicable
  • Collaborate with Sales and Implementation teams to ensure successful transitions
  • Assist with providing end user training and go live support during implementation process
  • Perform 30 day post go live review to ensure implementation is successfully transitioned
  • Proactively engage customers for product feedback and design input
  • Generate interest and identify leads (administrative, physician and nursing) for OPT-IN
  • Confirm client interest to participate in OPT-IN, registries, participating providers, accrual rate and program evaluation metrics
  • Partner with finance to assist in OPT-IN contracting process and review.
  • Provide OPT-IN Customer updates/weekly follow-up with providers for check in/non-adherence
  • Perform client optimization reviews annually to review workflows and provide best practice recommendations for cancer centers in assigned book of business

Qualifications (Education & Experience):

  • Bachelor’s degree in relevant discipline.
  • 5+ years of relevant customer success, account management experience in healthcare/IT.
  • Nursing and/or oncology experience preferred.
  • Ability to effectively communicate and proactively address needs, maintain relationships with clients and obtain feedback to ensure satisfaction.
  • Ability to effectively communicate, escalate and engage relevant departments to resolve client issues.
  • May work remotely – 20% travel required.

If you are qualified and genuinely interested in joining our team – committed to transforming cancer care and outcomes, please submit your resume – to include your salary history/requirements and dates of employment.

Job Features

Job Category

Client Services

Job Id

5469908

Experience

Mid level

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