Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as an operational point-of-contact, advocate, problem solver, and trusted advisor for a designated group of clients.

• Collaborate with clients to enhance their health and satisfaction by tracking performance, adoption, and satisfaction metrics.

• Build strong client relationships and identify opportunities for expansion.

• Illustrate Waystar’s value proposition to key client influencers and decision makers.

• Create a metrics framework to evaluate, monitor, and communicate the value provided through Waystar technology.

• Collaborate across teams such as Support, Solution Adoption, Sales, and others to promote reference and marketing program participation, renewals, and annual booking plans.

• Showcase Waystar’s revenue cycle management technologies.

• Gather and assess product feedback to inform product strategy.

• Lead or take part in status calls with assigned clients on a weekly to monthly basis.

• Travel independently or as part of a team for on-site executive business reviews.

• Identify process enhancements and perform data analysis to ascertain root causes.

• Provide continuous training and development.

• Oversee daily activities in Salesforce CRM.

• Execute other tasks and projects as assigned by Client Success leadership.

⛳️ Requirements

• Bachelor’s degree (4-year).

• More than 3 years of experience in analyst roles, project management, or account management within a healthcare software or consulting setting.

• Proven experience in cultivating and managing relationships with all levels of management, both internally and externally.

• Project management experience, encompassing leading meetings, creating status reports, managing project plans, tracking issues and risks, and monitoring resource allocation.

• Familiarity with healthcare and revenue cycle operations terminology.

• Experience in root cause analysis, troubleshooting, and issue investigation.

• Capacity to execute and prioritize numerous tasks in a fast-paced environment.

• Ability to work independently and as part of cross-functional teams.

• Skills in process and change management.

• Subject matter expertise with a commitment to staying updated on industry developments.

• Exceptional written, verbal, and interpersonal communication skills.

• Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.

• Preferred hands-on experience with PM/HIS systems, such as Epic or Cerner.

• Strong phone and presentation skills.

• SQL experience or knowledge is highly preferred.

• Willingness and ability to travel up to 25% of the time to client locations, corporate meetings, and conferences/seminars.

🏝️ Benefits

• Competitive total rewards package, including base salary and bonus (if applicable).

• Customizable benefits package featuring three medical plans and a Health Savings Account company match.

• Generous paid time off for non-exempt team members, starting with three weeks plus 13 paid holidays, including two personal floating holidays.

• Flexible time off for exempt team members along with 13 paid holidays.

• Paid parental leave, which includes maternity and paternity leave.

• Opportunities for education assistance.

• Complimentary access to LinkedIn Learning.

• Free mental health and family planning programs, including adoption assistance and fertility support.

• 401(K) program with company match.

• Pet insurance.

• Employee resource groups.